Reviews and Assessments

Besides providing some traditional best practice benchmarking, our assessments provide insight into an organization’s relationship with their buying public. Are they treated as consumers, as customers, or as people? The answer to that question drives 70% of a customer's buying decision. Our assessments help identify strengths and opportunities to leverage that 70%.

A complete assessment includes three components:

1. Prior to the onsite visit, a review is conducted of marketing materials, catalogues, websites, on-line ordering systems, financial statements
2. An on-site visit is conducted during which:
   a. Key people (as identified by the business) will be interviewed
   b. Employees will be accompanied as they perform everyday customer transactions
   c. An Assessor will walk through various transactions from a customer vantage point
   d. Open time will be available for the business’s use e.g. general discussion, questions and answers, or for a specific area of interest or concern
3. Following the visit the organization receives a written assessment report and a follow up call for any questions that arise from the visit and/or the report.

We also provide organizations with the tools and the support to do streamlined, self-administered assessments.

In addition, we help organizations by providing independent and objective feedback on how plans or programs (exiting or planned) enhance or distract from an organization’s ability to treat Customers as People.
 

Assessments & Benchmarks:

1. Customer Management/Service
2. Customer Buying Sciences
3. Customers As People
4. Humanness Engineering
5. Employees As People
6. Information Mastery

Examples of materials that benefit from this review process are:

• Customer Satisfaction action plans
• Marketing plans and programs
• Sales Management tools
• Information and Technology
• Customer/employee communications
• Performance management, customer measurements, complaint tracking, continuous improvement systems
• Business rules, especially around direct marketing programs and systems
• Strategic plans that deal with the customer and/or employee experience