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ABCG Mirror-Image

Assesses Customer Experience Strategy & Capability as the first step to achieving positive behavioural change.

  • Firstly we review how the Customer Experience is articulated within the organisation: Is it documented? Is it aligned to the brand proposition? Is it unique to your brand? Is it defined for every interaction?
  • Secondly we assess the current CX capability within the organisation.

Benefits

  • Simple two-step process which can be executed across a whole organisation, selected teams or individuals
  • Identifies key blockers and subsequent areas of improvement required to deliver positive change
  • Enables development of a tailored programme that will deliver visual change to behaviour and have subsequent commercial impact.

Method

Mirror-Image assessment is conducted through face to face meetings, online surveys, telephone interviews and workshops. The assessment looks at five key areas:

  • Strategy
  • Leadership
  • Performance
  • Process
  • People

The assessment can be used for individuals, departments or a whole organisation.

Output

Following the assessment process ABCG will produce a GBAR report:

Gaps – identifying areas for improvement
Blocks – identify potential blocks in the organisation which can inhibit or restrict performance and change
Assets – establish and recognise key assets within the individual, department or organisation
Recommendations – recommend process to ensure CX transformation.

Areas covered

 

 

Strategy

  • Brand proposition & values
  • Customer touchpoints
  • CX journey mapping
  • CX EQ connection

Leadership

  • Vision & belief
  • Integration
  • Accountability
  • Collaboration
  • EQ & style

Performance

  • Commercial
  • Competition
  • Customer
  • Staff
  • Brand

Process

  • Data usage
  • Planning
  • Collaboration
  • Involvement
  • Communication

People

  • Behaviours
  • L&D alignment
  • Skill conversion
  • Line support
  • Impact measure

 

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