Customer Centric And Innovative (Cci) Assessment
Using your top of mind response, please indicate how each statement applies to your business or team. Keep in mind that the following assessment is more qualitative than quantitative and is intended to be a simple indicator of the relative effectiveness of your customer-centric and innovative strategies, tools, and practices.
- 1.
Our company is organized in such a way to place a focus on being as customer centric and innovative as possible.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 2.
We have spent time documenting the main thoughts, feelings, wants, needs, and actions of our ideal customers.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 3.
We believe innovation is critical to our success and have goals and targets around generating new ideas for our products or services.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 4.
We have a very good understanding of the various customer personas that use our products and services.
- A.
Disagree
- B.
Strongly Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 5.
We often use our own products or services and take note of how we think, act, feel, and speak during the experience.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 6.
We understand the reasons why people use our product or services (that is, what jobs do our products or services do for our customers).
- A.
Disagree
- B.
Strongly Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 7.
Our customers resonate with our company, our products, and services, because of the experience that comes with it. Our customers do not simply choose us only because we have the best quality or price.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 8.
The atmosphere that our customers experience has been specifically designed to resonate with our ideal customers, based on understanding how they think, feel, and act.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 9.
We use concepts like agile, prototypes, and minimal viable product (MVP) to deliver new products, services, or solutions quickly.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 10.
We dedicate time and people to observing our customers to see how they act, feel, and speak while using our products or services.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 11.
We use various tools and techniques (such as Design Thinking etc.) to help with our creative thinking and brainstorming sessions
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 12.
Our mission and purpose is outward focused and describes how we add value and why. It is not inward focused on us, our products, or our services.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 13.
We regularly collect customer feedback via surveys or product/service reviews to ensure we are adding value and reacting to their wants/needs.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 14.
Our people are motivated and rewarded for being as customer centric and innovative as possible.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 15.
In our regular brainstorming/ideation sessions there is a diverse group of people included and everyone is encouraged to share their ideas.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 16.
Customer feedback and opinions is treated like gold. It is valuable and appreciated.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 17.
We often question our assumptions and biases about new ideas, products, services, solutions, etc.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 18.
There is a process in place that allows us to determine and take calculated risks with new ideas.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 19.
We have mapped out and have a very good understanding of our various customer segments.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 20.
We have mapped out our customer journeys and experiences and understand how they think, feel, and act at each step of the process.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly
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- 21.
We have calculated the lifetime value of our most ideal customers and make decisions based on what this means to us and our business/team.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 22.
The experience that our customers have with us is consistent throughout their journey, regardless of which person or touchpoint they encounter.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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-
- 23.
We review the customer data that we have in order to look for and understand the trends that are happening (good and bad).
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 24.
Our customer processing speed and accuracy is measured and constantly improved where necessary.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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- 25.
Our products and services are of high quality and at or above the level of our competitors' products and services.
- A.
Strongly Disagree
- B.
Disagree
- C.
Not Sure
- D.
Agree
- E.
Strongly Agree
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Aug 07, 2020Quiz Edited by
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Jun 24, 2020Quiz Created by
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