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    Customer Centric A Complete Guide - 2019 Edition
    Customer Centric A Complete Guide - 2019 Edition
    Customer Centric A Complete Guide - 2019 Edition
    Ebook214 pages1 hour

    Customer Centric A Complete Guide - 2019 Edition

    By Gerardus Blokdyk

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    About this ebook

    Why not do customer centric? Does customer centric create potential expectations in other areas that need to be recognized and considered? Has the customer centric work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed? How do you hand over customer centric context? Do you have past customer centric successes?

    This valuable Customer Centric self-assessment will make you the accepted Customer Centric domain authority by revealing just what you need to know to be fluent and ready for any Customer Centric challenge.

    How do I reduce the effort in the Customer Centric work to be done to get problems solved? How can I ensure that plans of action include every Customer Centric task and that every Customer Centric outcome is in place? How will I save time investigating strategic and tactical options and ensuring Customer Centric costs are low? How can I deliver tailored Customer Centric advice instantly with structured going-forward plans?

    There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Customer Centric essentials are covered, from every angle: the Customer Centric self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Customer Centric outcomes are achieved.

    Contains extensive criteria grounded in past and current successful projects and activities by experienced Customer Centric practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Customer Centric are maximized with professional results.

    Your purchase includes access details to the Customer Centric self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:

    - The latest quick edition of the book in PDF

    - The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

    - The Self-Assessment Excel Dashboard

    - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

    - In-depth and specific Customer Centric Checklists

    - Project management checklists and templates to assist with implementation

    INCLUDES LIFETIME SELF ASSESSMENT UPDATES

    Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

    LanguageEnglish
    Publisher5STARCooks
    Release dateJun 27, 2019
    ISBN9780655857259
    Customer Centric A Complete Guide - 2019 Edition

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      Book preview

      Customer Centric A Complete Guide - 2019 Edition - Gerardus Blokdyk

      Customer Centric

      Complete Self-Assessment Guide

      The guidance in this Self-Assessment is based on Customer Centric best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.

      Notice of rights

      You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.

      All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

      The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.

      Trademarks

      Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.

      Copyright © by The Art of Service

      http://theartofservice.com

      [email protected]

      About The Art of Service

      The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

      Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

      Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

      Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

      With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

      Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

      http://theartofservice.com

      [email protected]

      Acknowledgments

      This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.

      Representatives from several client companies participated in the preparation of this Self-Assessment.

      In addition, we are thankful for the design and printing services provided.

      Included Resources - how to access

      Included with your purchase of the book is the Customer Centric Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

      How? Simply send an email to

      [email protected]

      with this books’ title in the subject to get the Customer Centric Self Assessment Tool right away.

      You will receive the following contents with New and Updated specific criteria:

      •The latest quick edition of the book in PDF

      •The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

      •The Self-Assessment Excel Dashboard, and...

      •Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

      •In-depth specific Checklists covering the topic

      •Project management checklists and templates to assist with implementation

      INCLUDES LIFETIME SELF ASSESSMENT UPDATES

      Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

      Get it now- you will be glad you did - do it now, before you forget.

      Send an email to [email protected] with this books’ title in the subject to get the Customer Centric Self Assessment Tool right away.

      Your feedback is invaluable to us

      If you recently bought this book, we would love to hear from you!

      You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.

      How does it work?

      To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.

      What happens when I submit my review?

      Once you have submitted your review, send us an email at

      [email protected] with the link to your review so we can properly thank you for your feedback.

      Purpose of this Self-Assessment

      This Self-Assessment has been developed to improve understanding of the requirements and elements of Customer Centric, based on best practices and standards in business process architecture, design and quality management.

      It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

      The criteria of requirements and elements of Customer Centric have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

      In this format, even with limited background knowledge of Customer Centric, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

      How to use the Self-Assessment

      On the following pages are a series of questions to identify to what extent your Customer Centric initiative is complete in comparison to the requirements set in standards.

      To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

      1 Strongly Disagree

      2 Disagree

      3 Neutral

      4 Agree

      5 Strongly Agree

      Read the question and rate it with the following in front of mind:

      ‘In my belief,

      the answer to this question is clearly defined’.

      There are two ways in which you can choose to interpret this statement;

      1.how aware are you that the answer to the question is clearly defined

      2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

      A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

      After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Customer Centric Scorecard on the second next page of the Self-Assessment.

      Your completed Customer Centric Scorecard will give you a clear presentation of which Customer Centric areas need attention.

      Customer Centric

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      Customer Centric

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service7

      Acknowledgments8

      Included Resources - how to access9

      Your feedback is invaluable to us11

      Purpose of this Self-Assessment11

      How to use the Self-Assessment12

      Customer Centric

      Scorecard Example14

      Customer Centric

      Scorecard15

      BEGINNING OF THE

      SELF-ASSESSMENT:16

      CRITERION #1: RECOGNIZE17

      CRITERION #2: DEFINE:26

      CRITERION #3: MEASURE:42

      CRITERION #4: ANALYZE:62

      CRITERION #5: IMPROVE:76

      CRITERION #6: CONTROL:90

      CRITERION #7: SUSTAIN:102

      Customer Centric and Managing Projects, Criteria for Project

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