Customer Centric Culture Assessment
We are close partners with MarketCulture, the World’s leading voice on Customer Centric Culture. Their Market Responsiveness Index (MRI™) tool measures the behaviours of employees over eight key disciplines that drive a strong culture that focuses on the customer. These disciplines resulted from 3 years of research with the most customer-centric and profitable companies globally. These disciplines form the behaviours of employees in driving superior customer experiences and business results.
How is the MRI Implemented
The 8 Disciplines of a Customer Centric Culture
This measures the extent to which employees monitor, understand and act on current customer needs and satisfaction.
This measures the extent to which employees anticipate customer needs, recognise unspoken needs, consider future needs and take action to satisfy them.
This measures the extent to which employees monitor, understand and act on current competitor activities and take action to incorporate these in their actions to improve customer experience.
This measures the extent to which employees identify, and consider possible future competitors and how they might affect the value that will be offered in the future.
The extent to which employees monitor, understand and respond to trends in the larger environment. (Political, Economic, Social, Technological, Environment and Legal).
The extent to which employees are able to make decisions that are best for the customer without the explicit approval of senior leaders.
Cross functional collaboration
The measures the extent to which employees interact and collaborate cross-functional. This includes spending time with people from other work groups, taking a cross-functional perspective, sharing informations, and inviting contributions.
This measures the extent to which employees understand, attend to, and enact the vision, mission, objectives and strategic direction of the company in their day-to-day activities, specifically focusing on the customer.