HOW CUSTOMER-CENTERED IS YOUR ORGANIZATION?

STEP 1: Using a 1 to 5 scale (1=never, 3=sometimes, 5=always) indicate the number that best describes the extent to which you apply the practice indicated. For best results be totally candid and if you are undecided between two numbers, select the lower one. Try to reflect what is actually true for you rather than the "right" answers.

YOUR RATING PRACTICE
1. Our company understands what our targeted customers really want.
2. We have a clear strategy for how we listen to our customers.
3. We provide vital customer information to all employees.
4. We only invest in people and processes that add value for our targeted customers.
5. We operate smoothly between functional and geographic boundaries.
6. Our teams regularly achieve their objectives.
7. Our processes for interacting with customers is so distinctive that by itself it adds value beyond whatever product or service we may be delivering.
8. We make it easy for our customers to do business with us.
9. Our leaders behave in ways that demonstrate their concern for customers.
10. Our leaders are both visible and easy to communicate with.


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