In today’s competitive environment, customer centricity is not aspirational – it’s essential.
Creating a customer centric culture is about understanding your brand value and delivering it consistently to customers. This doesn’t mean doing everything customers want. It means focusing on what they value most, in line with your overall business strategy and brand promise.
Maximus’ holistic, multi-disciplinary approach begins by mapping the customer’s journey, before conducting a robust review of the client organisation’s:
Here several important human capital levers are addressed. These include organisational change management, leadership and mind-set solutions, customer-focused development programs, reward systems, and internal communications.
Maximus’ solution then involves agreeing on a new, whole-of-organisation customer experience vision, and a core set of skills and behaviours to support that vision. We work with the organisation’s people to align the whole business with the goal of improving customer experience, via a series of interactive behavioural transformation programs. By the end of our program, every individual understands the role they play in delivering the customer service vision and the behaviours they need to model.
Maximus’ customer experience solutions are dynamic, interactive, and ROI driven. In return, the outcome is a more customer centric organisation, with measurable and sustainable improvements in customer satisfaction, employee engagement, and sales.
For further information, please contact us.
To read Maximus Interational's White Paper on Customer Centricity, please click here.
A leading member-service organisation approached Maximus to embed an exceptional customer service framework that would increase the understanding of member needs and improve the experience had by their customer base. Click here for more information.
