WORKFORCE LOYALTY

Employee experience shapes customer experience and more so in a crisis.

CLARITY AND CONFIDENCE

Zenith Choice introduces to the market 100 Benchmark, a service that returns high levels of clarity and confidence, as to the scale of organisational customer-centricity.

HIGH IMPACT FOR SUSTAINABILITY

What’s desperately needed in the marketplace is a reliable and accurate way to measure customer-centricity and monitor it – that really works for high impact results.

Why is this measure so critical to know? Firstly, customers have a life-time value and those who perceive most value, for the price paid, are at a much lower risk of defecting to competitors at contract renewal. Secondly, obsessively adding value increases brand loyalty and each employee contributes. Thirdly, aligning behaviour to strategy is a huge challenge with silos a barrier to progress. Executing strategy requires empowered, engaged, energised, employees aligned to organisational goals and values.

The 4 metrics that matter

1. CUSTOMER-CENTRIC CULTURE COEFFICIENT
2. BRANDED CUSTOMER EXPERIENCE
3. EMPATHY & EMOTIONAL INTELLIGENCE OF YOUR WORKFORCE.
4. CUSTOMER SATISFACTION WITH MEETING EXPECTATIONS

To find out your company's scores, subscribe to 100 Benchmark. (designed for multinational enterprise businesses)