The goal was to establish a baseline level of customer maturity and to identify the underlying elements of influence. This insight would drive awareness, cross-functional involvement and actions that would positively impact the customer experience.
This audit helped the organization define, socialize and galvanize around its customer-centric strategy. It provided a clear understanding of the maturity journey, the current state and its desired future state.
Prescriptive details were also socialized to help every functional group, across all levels of the organization, understand the core elements that impact their ability to reach their desired maturity state over time. The insight was aligned with existing business initiatives to integrate the voice of the customer into as many business decisions and investments, as was reasonably possible.
Customers recognize the cultural shift this organization has undertaken which comes through customer marketing and communication, responses to inquiries and issues as well as the modernization of processes related to product availability, delivery and returns. In return, customers are reinforcing their loyalty through increased market share and expansion of their spend.