We have developed a clear customer experience vision, strategy, and objectives for how our customer experience management will impact our target customers, company, and staff
We have deeply embedded Customer Experience Management in our overall business strategy
We have objectively measured and are certain that we deliver a customer experience superior to our competition
Our frontline employees can easily access customer data to personalize customer interactions and individualize customer experience
We don't need to discount our products and services to reach our sales revenue targets
We carefully measure that all our efforts and investments in our teams, processes, and technology are working and paying off
We have been creating, facilitating, and keep maintaining a culture and climate that promotes, supports, and rewards customer service and quality
We have thoroughly designed a unique, customer-centric, and cost-effective customer experience around verified customer needs and expectations for every stage of the customer lifecycle
We have meticulously identified potentials to positively differentiate from our key competitors
We carefully measure customer loyalty, retention, and continued purchases over time
We have allotted sufficient resources and time for the design and optimization of customer experience
We have defined clear and detailed Customer Experience Management policies, rules, roles, and responsibilities throughout our organization
We have performed detailed customer research and have a profound understanding of customer wants, needs, preferences, and buying patterns in the targeted segments
We have carefully developed, reviewed, optimized, and documented every customer-experience-relevant business process
The experiences of our customers with our company, products, and services directly lead to increased customer retention, business growth, and profitability
We have implemented incentive and reward systems that ensure highest motivation and commitment levels of our frontline staff for delivery of superior customer experience
We objectively and reliably determined our main competitors and carefully benchmarked customer experience performance
We have developed and implemented specific programs, tools, and processes to build and enhance customer loyalty
We use programs and social media as a platform for customer engagement, interaction, data collection, and word-of-mouth advertising
We have a clearly defined customer lifecycle that we have segregated into clear stages
We have trained and equipped our staff with every knowledge and skills needed to deliver superior customer experiences
We use modern technologies to provide our customers with instant access to free information and individualized customer experience
We continually measure customer satisfaction and are gathering ongoing customer feedback to monitor customer experience over time
