Customer Experience Diagnostic

The essential measurement tool for building a customer focused organization

True customer centricity requires a paradigm shift in the mindset of an organization. It starts with a new way of thinking, which ultimately influences a new way of operating. When an organization is aligned around the customer, people go beyond thinking of customers as simply consumers of their products or services. Instead, they view each customer as a strategic part of their portfolio to which they design and develop their products and services to match. In this paradigm the customer becomes the focal point of the entire organization, guiding the thinking and action of every leader, team, business and function.

It all begins with benchmarking the degree to which the level of customer focus is instilled in the mindset of the organization. Gap International has developed a simple diagnostic that enables executives to examine and measure how employees across the organization think about the customer. By examining the relationships employees have with each other and with their customers, the diagnostic provides a highly accurate measure of an organization's customer focus while providing precise data and analysis on how a company can shift that mindset and significantly improve their overall customer experience.