How committed is your organization on meeting the needs of your customers?   In today’s challenging economic environment it is sometimes difficult to think beyond the P&L and Balance Sheet, often at the expense of your customers.  These trade-offs challenge all organizations.  The Reflector Assessment shows how your company compares against others in these areas and provides a broad array of Tools that can be used to improve your performance.  The Customer Focus Module includes Reflector Assessment results, analysis, comparisons and Tools based on the following Success Measures to drive your results.

Decision Impact

How are customer considerations represented in critical product, service and cost decisions? Is there a clear understanding of the lifetime value of customers?  Does the organization's culture encourage customer advocacy?

Result: Sharpens and clarifies values.  Customer considerations become a part of every equation and major decision without constant management intervention.

Knowledge Management

 How well do you really know your customers?  Many companies find they have plenty of data, but tend to work on assumptions and generalities.  Are you gathering the right information?  Are the insights deep and meaningful enough to be a constant source of innovation?  Is this knownledge getting to the right people?  Are they using it?

Result: Increased proactive behavior.   When the employees understand and accept the desired values, their willingness to take action increases accordingly.

Product Values

Do your products and services reflect the needs of your customers?  Why do your competitors keep their customers?  What are you currently doing that doesn’t add sufficient value to be justified?  What more could you be doing that would add competitive value? 

Result:  Drives revenue, both by increasing retention of current customers and by improving the ability to bring in new customers.