Is Your Organisation Truly Customer Centred?

Richard Gaze, a Customer Experience research professional with CSBA, has been helping organisations in the public and private sectors become more customer centric for 14 years. With his help, those organisations have improved their business performance…

“We want to be a Customer Centric organisation, but how do we get there? “ This is a question often asked when organisations see the necessity of being organised around customer needs, rather than the historic way they have evolved, which tends to be around processes.

The answer to this question is simple… an organisation needs to know how it is rated by its customers on a range of detailed service aspects, and then act on their feedback within a defined timescale. It is as simple as that, and many organisations are reaping the benefits of improved business performance.

But how does this work in more detail? CSBA measures the importance of each of those service aspects in impacting performance. It helps organisations to focus their resources on specific areas where they underperform relative to importance. Finally, CSBA enables organisations to measure their performance again to see how much they have improved, and revise their focus accordingly.

In this way, CSBA helps organisations listen to their customers, rather than second guess what they want. In the long term, processes are organised around customer needs, rather than historic processes.

CSBA goes much further than other providers of Customer Experience Surveys – we run workshops with staff to ensure that recommended improvements are undertaken within a defined timescale. We have dedicated consultants who have a track record of improving business performance.

Richard Gaze, Senior Account Manager at CSBA
richard@csba.com.au