Customer Experience Assessment Customer Experience ASSESSMENT Name:* First NameLast Name Organization: Title: Email:* example@example.com Phone #:* -Area CodePhone Number HQ Location* Yearly Revenue:* Purposeful Leadership CEO and Senior Leaders have bought into the value of Customer Experience Please Select Never Periodically Usually Almost always Always Senior Executives regularly communicate that customer experience is one of the company's key strategies Please Select Never Periodically Usually Almost always Always Executive team uses a clearly defined Customer Experience vision & guiding principles to make decisions Please Select Never Periodically Usually Almost always Always Senior Executives understand why Customer Experience metrics need to be reviewed and linked to business outcomes Please Select Never Periodically Usually Almost always Always Senior executives support decisions to trade short-term financial results for longer-term customer loyalty Please Select Never Periodically Usually Almost always Always Leaders help Employees across the company understand Customer Experience core values & how values relate to their role Please Select Never Periodically Usually Almost always Always Customer Understanding Formal program for gathering customer feedback is acted upon and there is a closed looped process Please Select Never Periodically Usually Almost always Always The company has a well-defined set of target customer segments and / or personas that guide priorities Please Select Never Periodically Usually Almost always Always Executives regularly interact with customers in target segments and / or personas Please Select Never Periodically Usually Almost always Always Customer feedback is integrated throughout key processes (i.e., product development and marketing rollouts) Please Select Never Periodically Usually Almost always Always Customer journey maps showing the experience as it is today Please Select Never Periodically Usually Almost always Always User-centered design approaches are used to design interactions in all touch points (i.e., web, phone) Please Select Never Periodically Usually Almost always Always Customer Insights drive all strategic decisions and is woven into the strategic framework. Please Select Never Periodically Usually Almost always Always The company understands the customer lifetime value in each customer segment Please Select Never Periodically Usually Almost always Always Brand Promise Brand values are clarified and/or defined and executive team buys in Please Select Never Periodically Usually Almost always Always The company's brand is translated into a clear set of promises to the customers Please Select Never Periodically Usually Almost always Always Marketing and Customer Experience Team ensure that the Brand Promise is understood and customer stories shared regularly Please Select Never Periodically Usually Almost always Always The company's brand guides decisions about how customers are treated and interactions are designed Please Select Never Periodically Usually Almost always Always The company regularly examines how effectively interactions live up to its brand promise Please Select Never Periodically Usually Almost always Always Employee Engagement Employee Feedback is actively solicited and acted upon Please Select Never Periodically Usually Almost always Always Managers are evaluated based on the engagement level of their employees Please Select Never Periodically Usually Almost always Always The company provides training for employees (i.e., new hire and ongoing) Please Select Never Periodically Usually Almost always Always The company celebrates and rewards employees tied to Customer Experience Please Select Never Periodically Usually Almost always Always The company has rituals and /or routines that keep customers top of mind Please Select Never Periodically Usually Almost always Always Submit score Should be Empty:
