Aka How aligned are you to achieving your Successful Customer Outcomes (SCO’s) Exercise

The CEM Audit can be self administered, is relatively easy to complete and provides immediate feedback. Essentially it is reviewing those things which have the greatest influence over the company improving its performance, whether you manage that through the triple crown (1) or you are in the public sector and you may be measuring adherence to regulation. It may be used before, during and after Process Performance initiatives and will help individuals, teams and enterprises better focus their attention on the important stuff.

Presented here is a subset from the audit. Twenty questions across People, Process, Systems and Strategy. Take this mini version and see how you get on! You can understand the background to this and its practical application in our book published in 2006 - Customer Expectation Management – Success Without Exception.

(See it on Amazon here Customer Expectation Management)

Reference (1) – Triple Crown is reducing Costs, Improving revenues and Enhancing Service simultaneously. See article:

Successful Customer Outcomes… World of Magic

Registered members of bennugroup.net can access this resource and how to use its results in the Member Resources (Grand Buffet) area.