Leadership

Incentives
Management prioritizes customer satisfaction goals as well as financial or technical goals (sales goals, sales targets, time-to-market, releases, etc.)

Commitment
Management champions a customer focused approach by their actions.

Enabling
Management has given the employees the necessary tools to be customer focused on the job.

Openness
The company culture encourages employees to be innovative and independently come up with novel solutions.

Prioritization
The employees are aware that customer orientation is important for the company.

Alignment
All business teams are constantly in contact with customer touchpoints and communicate to effectively meet customer needs.

Cross-functionality
Teams work impartially across organizational boundaries. There is no silo mentality in the firm.

Persistence
Once decisions are given the green light within the company, they are put in place

Learning Culture
The firm is continuously developing its products. Customer and employee feedback are integrated through a continuous improvement system.

Tolerance
Employees can express their opinions freely and are encouraged to try out new things without any consequences.

Personal Responsiveness
Employees can respond to customer feedback in real time with individual solutions ("moments of truth", "magic moments").

Customer Integration
Customer input is integrated in the development of new products and service solutions.

Experience Design
The desired customer experience is clearly defined from start to finish. The experience is in place and everyone is familiar with it. Everyone knows their role in the customer experience chain.

Customer Insight
The employees really understand the needs of the customers. Information on customer insights is available in the firm.

System Support
All systems, processes, and channels are designed to successfully support customer satisfaction.