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Are You Creating Raving Fans?

This Customer Experience Engine self-assessment will help you identify where your organization is already creating loyal brand ambassadors and where you may need to upgrade your customer experience engine.

Click the start button below to take our 10-minute Customer Experience Engine self-assessment.

Start

Question 1 of 26

We regularly interact with our customers about how and why they use our products/services.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 2 of 26

We have created AND communicated a "customer persona" ( description of a typical customer) that helps everyone understand our main customers, their desires/needs, and how we meet those desires/needs. 

A

True

B

False

Question 3 of 26

Our leadership team reviews customer feedback.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 4 of 26

We have a regularly utilized process where we evaluate customer feedback AND create real action steps based on the results.

A

True

B

False

Question 5 of 26

We reward our customers for giving feedback -- both positive and negative.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 6 of 26

We review our measures of operational performance and look for ways to improve.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 7 of 26

When we onboard new employees, we train them on how to deliver the operational standards.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 8 of 26

We have identified AND communicated to our team the key operational standards that we must consistently execute to near perfection.

A

True

B

False

Question 9 of 26

We send customer surveys at least once a year to ask about their experience (more than just one score for overall customer satisfaction).

A

Rarely

B

Sometimes

C

Often

D

Always

Question 10 of 26

We stay committed to our main products and are not distracted by products/services that compete with our core. 

A

Rarely

B

Sometimes

C

Often

D

Always

Question 11 of 26

We measure our operational performance against specific standards of excellence. 

A

True

B

False

Question 12 of 26

We leverage technology to gather and share customer behavior and preferences.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 13 of 26

Our leaders talk openly about the importance of creating a great experience for customers.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 14 of 26

We reward and/or promote employees at least partly based on their performance of operational standards.

A

True

B

False

Question 15 of 26

Our leadership team focuses on making long-term decisions, priorities, and plans based on creating great experiences for years to come.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 16 of 26

Our employees proactively reach out to customers before they need us.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 17 of 26

Our employees have the authority and are encouraged to create customized solutions (even if it is just optional add-ons to a core product) to fit the customer's needs.

A

True

B

False

Question 18 of 26

Our employees work to build real relationships with our customers.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 19 of 26

Our leadership team has at least three kinds of meetings to discuss the organization's highest priorities and create plans accordingly: Strategic (big-picture, longer meetings), Tactical (details and more frequently done), Learning & Development meetings (growth experiences together).

A

True

B

False

Question 20 of 26

Our employees speak to the customers in a way that encourages relationships and makes them feel important. 

A

Rarely

B

Sometimes

C

Often

D

Always

Question 21 of 26

Everyone on our leadership team takes responsibility for the overall company goals (not just their area) by supporting each other and creating accountability to stated goals.

A

True

B

False

Question 22 of 26

We have identified a few key themes/issues that are uniquely tied to our business around which we help our customers create memories.

A

True

B

False

Question 23 of 26

We have a strategy and plans to create memories with our customers/partners (More than just Christmas cards!).

A

True

B

False

Question 24 of 26

We have a specific process for measuring the memorable moments that we create for our clients.

A

True

B

False

Question 25 of 26

We tell others about the multiple, specific moments in which customers' lives are better because of our service to them.

A

Rarely

B

Sometimes

C

Often

D

Always

Question 26 of 26

Our leadership team works hard to set up employees for success.

A

Rarely

B

Sometimes

C

Often

D

Always

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