Are You Creating Raving Fans?

This Customer Experience Engine self-assessment will help you identify where your organization is already creating loyal brand ambassadors and where you may need to upgrade your customer experience engine.

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1. We have sent customer surveys at least once a year to ask about their experience (more than just one score for overall customer satisfaction). (Required.)

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2. We regularly interact with our customers about how and why they use our products/services. (Required.)

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3. We reward customers for giving feedback -- both positive and negative. (Required.)

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4. We have created AND communicated a "customer persona" ( description of a typical customer) that helps everyone understand our main customers, their desires/needs, and how we meet those desires/needs. (Required.)

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5. Our leadership team reviews customer feedback. (Required.)

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6. We review our measures of operational performance and look for ways to improve. (Required.)

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7. When we onboard new employees, we train them on how to deliver the operational standards. (Required.)

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8. We have identified AND communicated to our team the key operational standards that we must consistently execute to near perfection. (Required.)

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9. We have a regularly utilized process where we evaluate customer feedback AND create real action steps based on the results. (Required.)

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10. We stay committed to our main products and are not distracted by products/services that compete with our core.  (Required.)

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11. We measure our operational performance against specific standards of excellence.  (Required.)

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12. We leverage technology to gather and share customer behavior and preferences. (Required.)

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13. Our leaders talk openly about the importance of creating a great experience for customers. (Required.)

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14. Our leadership team focuses on making long-term decisions, priorities, and plans based on creating great experiences for years to come. (Required.)

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15. Our employees proactively reach out to customers before they need us. (Required.)

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16. Our employees have the authority and are encouraged to create customized solutions (even if it is just optional add-ons to a core product) to fit the customer's needs. (Required.)

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17. Our employees work to build real relationships with our customers. (Required.)

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18. Our leadership team has at least three kinds of meetings to discuss the organization's highest priorities and create plans accordingly: Strategic (big-picture, longer meetings), Tactical (details and more frequently done), Learning & Development meetings (growth experiences together). (Required.)

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19. We often share the specific moments in which customers' lives are better because of our service to them. (Required.)

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20. We have a specific process for measuring the memorable moments that we create for our clients. (Required.)

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21. We have a strategy and plans to create memories with our customers/partners (More than just Christmas cards!). (Required.)

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22. We have identified a few key themes/issues that are uniquely tied to our business around which we help our customers create memories. (Required.)

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23. Everyone on our leadership team takes responsibility for the overall company goals (not just their area) by supporting each other and creating accountability to stated goals. (Required.)

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24. Our employees speak to the customers in a way that encourages relationships and makes them feel important. (Required.)

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25. Please enter your first and last name. (Required.)

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26. How can we contact you? (Required.)

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