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"Great places to work attract and retain the most talented people, hence offer the most compelling customer experiences, hence 
tend to retain the best customers 
and achieve higher customer satisfaction."
Robert Levering

 

 
The intention of the Sidona Challenge is to get you and your team thinking about your business and whether you are customer focused, customer driven or just talk about customers . Much of the work we undertake with organisations forms part of a journey. Maybe this could be the start of your journey.

No

Yes

Place a tick in the appropriate box for each question.

Does your organisation have a clearly defined Customer Experience that it is trying to deliver?
Do you know the feelings that you want to leave your customers with? 
Do your business processes, policies and procedures always benefit your customers?
Is everyone in your organisation delivering a consistently great Customer Experience?
Does everyone know what is important to your customers and exactly what they value in your organisation, product and or service?
Do you evaluate and measure your service and feed this back into the organisation to drive positive change?
Do you know who your most profitable customers are?
Do you know how your customers rate your performance against your competitors?
Do you recruit people with the passion, energy and values to delight customers?
Do you have an effective training and development programme that continuously builds the capabilities of your people to deliver your customer experience?
Do all your people enjoy serving your customers?
Do all employees have a good understanding of how their job provides added value to the customer?
Do all staff receive regular feedback on the quality of their customer service?
Do employees have a good understanding of your customer’s concerns and how to remove them?
Do you know how to meet the emotional needs of your customers and ensure all staff make the right emotional connection with each customer?
Are staff empowered to exceed customer expectations?
Do the leaders of your organisation inspire and support their people to deliver great service?
Do people have the skills and positive ‘can-do’ attitude to effectively manage rising customer expectations?
Do you share customer service successes, reward and recognise the delivery of great service experiences?
Do your suppliers understand their role in satisfying your customers and deliver their part in your customer experience?
    You have answered YES times
   
Now look at the score panel at the top right of the page and click on the number group which most closely matches your score.

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