Customer Centricity Maturity Assessment (CCMA)

What’s stopping your organisation from becoming truly customer centric?

An organisation is never as customer centric as its management likes to think. And that costs on the bottom line.

A customer-centric business is more profitable than a self-centred one. But even if management has placed customer centricity high on the agenda, the reality may well be another story. They know that on the floor.

The CCMA survey reveals what it will take for your organisation to become just as customer centric as it thinks it is. And there’s money to be made from that.

Hold a mirror up to your company

The employees are the ones in daily contact with customers. Which is why they know most about the barriers to becoming truly customer centric. The CCMA survey therefore starts with a questionnaire completed by all relevant employees in your organisation.

The survey uncovers, through a series of questions, in four dimensions (“Willing”, “Skilled”, “Able” and “Aligned”), the employees’ barriers for maximum customer centricity.

Having helped you identify your barriers – and there may be several – you will be able to take a structured approach to becoming a more customer-centric company.

How to become a truly customer-centric company

The CCMA survey is the first of several steps on the journey towards becoming a truly customer-centric company. We usually work to a three-step model:

  • Analysis and reporting of data. Giving management access to data at departmental level
  • Management workshop. Helping you identify and prioritise your main action areas
  • Employee workshop. Inspiring employees to become more customer centric and claim ownership of the process.

The bottom line: Contact us!

As many as 84% of managers in European companies do not believe that they get the optimal value from their efforts for increased customer orientation (Customerfit benchmark data). If you can feel the doubt too, there is probably something about it.

Contact us on telephone (+45) 7025 2627. Then you have already taken the first step to do something about it.

The AutoIndex study is considered a unique and valuable supplement to the types of Customer Satisfaction surveys that we perform ourselves.
I have personally worked with Loyalty Group in both my current and my previous job (President, Toyota Norway) and to sum it up, I am happy to recommend both Loyalty Group and the AutoIndex study to other NSC’s.

– Alar Metsson, President, Toyota Denmark (2021)

At Mindline, we apply AutoIndex on all the educations and pieces of training where they are available to us from the NSC. Our experience from the training where it is used versus where it is not, is that there is a clear effect on the participants’ understanding of why there is a need to develop and improve the customer experience.
This simply means that the effect of education and training will be far greater and thus more value-creating for both the NSC and the dealers who send their employees on training and invest both time and money in this.
The AutoIndex reports are for Mindline as a trainer, a fantastic tool and a simple way to present facts and inspire behaviour change so that customers get the optimal experience. It saves us a lot of time on the courses and makes them significantly more efficient and relevant for the participants.

Jørgen Faddersbøl, CEO, Mindline (2022)

Loyalty Group has a lot of knowledge about how successful sales processes and customer journeys build loyalty over time. This gives us a very good basis for how we can develop in relevant areas and forms the basis for our further improvement work in the organization.
Based on our many years of collaboration, I can only give the AutoIndex study and the Loyalty Group consultants my very best recommendations.

Jan Christian Holm, General Manager, Lexus Norway (2021)

Over the last 3 years, the Loyalty Group team has inspired us in our work on our “Consumer Journey”, which the new organization now takes to the next level.
I hope we get the chance to work together again in my new job as CEO of Volvo Car Turkey.

Magnus Boman, CEO, Volvo Car Denmark (2020)

The corporation with Loyalty Group and the AutoIndex study has resulted in changed business procedures, updated guidelines and a general optimization of Bayern AutoGroup. The result is indisputable – Increased customer satisfaction, increased employee satisfaction and increased earnings at Bayern AutoGroup.

Søren Vinderslev, CEO, Bayern AutoGroup (2021)

Loyalty Group’s approach is very direct. It can at first sight be perceived as an attack on our current working methods. After several years of collaboration, however, the conclusion is that this approach is solely due to Loyalty Group’s sincere passion to create the best customer experience for our customers.

Troels Nielsen, COO, Jan Nygaard (2021)

Contact

Do you also want to maximise your customer loyalty efforts? Then contact us for a no-strings chat about your needs.

Feel free to call us on (+45) 7025 2627 or email us at info@loyaltygroup.eu.

Alternatively, complete the online form on this page and we’ll get back to you as soon as possible.