The eight pillars of CHI’s “Customer Centagon” are essential for a happier organization animated by personal & organizational development
Leadership Actualization • Customer learning • Employee engagement & high performing teams • Customer centric metrics • IDIC Model (Identify, Differentiate, Interact, Customize) • Systems alignment & approach • Enhanced customer experience & journey • Cultural transformation
The IDIC model proposes four actions for companies to build and retain long-term one-to-one relationships with customers. The acronym represents
- Identifying customers
- Differentiating customers
- Interacting with these customers
- Customizing products and services for these customers
Our team will educate your team on this model from the Customer Centricity program but also will help your organization implement IDIC through our services we offer.
Enhanced customer experience and journey
Whether through services or through products, every business can create a memorable customer experience. To stand out from the competition, companies must create an incredible memorable experience delivery that will retain and win customers.
Our team will review and assess your customer experiences and apply the principles of the Progression of Economic Value to determine ideas on how to take your products and services up the graph to stage and transform the customer experience.
The world economy is progressing to staged customer experiences. Customers expect an experience from their good and service providers. There are many books written on staging customer experiences and one very powerful concept which has been around for many years is the Experience Realms. It is important to try and incorporate all the realms within product and service delivery. The Experience Realms are used by many successful organizations such as Disney, Ritz Carlton, Amazon and many others to create memorable customer experiences and transformations. We will incorporate concepts of the four experience realms below to help deliver these staged experiences for your business.
Building a culture of customer centricity is a holistic undertaking that involves a high-level plan to effect change within your organization, with a growth mindset of continued learning and constant evolution.
Our services will provide a plan to help create a learning organization which is modeled below. Learning organizations are the most successful models for a high-performance of customer centricity. There are many moving parts and tools that can used to help facilitate cultural changes. Our team can help with this and guide your organization through the transformation process.
Employee engagement and high performing teams
Happier employees create happier customers, who in turn create positive metrics throughout organizations. When employees feel inspired with shared visions, and feel empowered to believe they have a stake and a role in success, they become self-directed work teams: critical to all successful organizations. These high-performing teams transform ordinary companies into industry leaders by taking initiative: identifying opportunities for improvement and developing plans to make immediate, positive changes.
Leadership actualization is a healthy leadership foundation exemplified by leaders of successful customer-centric organizations. Studies indicate that successful leaders conduct themselves in a way that empowers employees without micromanaging them – trusting their judgment to make important decisions, succeed at their jobs, and uphold company vision and values. Many leaders allow their personal baggage to get in the way, grafting their personality traits onto their organization to the detriment of business. In contrast, healthy leadership paves the way to staggering success.
Customer Centric Metrics
Measuring Customer Lifetime Value is critical to a creating a customer centric culture. Leaders must ensure that measurement is taken not only with sales, but also by customer value—defined through a review of the customers’ portfolio. This metric is called NPV (Net present value) and is relevant to current assessments and future scenarios.
Our team can provide tools and below and advise or facilitate the use to get to the root cause of the areas needed to improve customer happiness. Tools such as:
- Fishbone analysis
- Customer Lifetime Value methodology
- Process mapping
- Customer and employee surveys
Systems alignment & approach
A customer-centric organization embraces “systems thinking,” a cornerstone of learning organizations. In an organization with “systems thinking,” systems and processes exist to support the customer-centric culture, with feedback mechanisms to nurture a process of continuous improvement.
Below the model for a systems approach. Our team will help you incorporate this way of thinking and implementing.
Aligning technology and organizational governance with learning about the customer is critical for increasing customer happiness. To that end, every organization must generate and build information from each customer interaction, sharing findings with all key members of the organization who serve customers. Findings should then be utilized to customize services and products; and deliver an excellent customer experience.