Helping Leaders create Customer Culture with the Market Responsiveness Index

Developers of the "MRI" Benchmark tool, which enables executives to understand their level of customer centricity across the organisation.

Perceptyx

The world´s most powerful employee survey platform

Successfully deploying multi-language, multi-country, global employee surveys

 

Humantelligence is software for building a highly motivated, engaged and capable workforce.

Instant clear and valuable insights to maximize each individual's potential, that can be shared and compared with others to improve communications and build better relationships.

Market Culture    l    Perceptyx    l     Humantelligence 

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What is Customer-Centric Culture?

A customer-centric culture is founded on the belief that “ what’s best for the customer is best for the business.” The customer is at the heart of all decisions in all parts of the business and people behave accordingly. This is enacted by saying: “How will this decision affect the customer? How will it benefit the customer?” When all your team has this mindset and have developed these habitual behaviors and associated skills your organization will reflect a strong customer-centric culture.

Capability to understand, predict and respond to customer, market and competitor dynamics.

Transcend individual departments and functions and be an integral part of the way all employees behave and perform.

Based on a mindset:

What you can expect?

Through lectures, interactive case examples, and team project work, you will learn how to align leadership, culture and processes to attain customer-centricity. Case studies feature real-world examples of the experiences of other businesses and teams that have taken the customer-centric path. Designed for leaders and their teams, this program provides you with the necessary tools, frameworks and a roadmap to implement customer-centric change throughout your organization.

What´s best for the customer is best for the business

This intensive, highly focused program presents the vision, strategy, and leadership imperatives for developing and leading a customer-centered organization. By exploring such topics as what defines a customer-centric organization; how customer centricity varies in different organizational and industry environments; and leading a customer-centric organization, you will gain critical insights into the steps required to align your organization around your customers' needs. As a result, you and your team will be better prepared to:

  • Develop a blueprint for a customer-centred organization
  • Foster a culture of customer centricity within your organization
  • Leverage employees, control systems, and operational strategies
  • Disseminate and utilize customer and competitive information effectively
  • Enhance cross-function collaboration by nurturing organization-wide initiatives
  • Lead your organization through the change process required to attain customer centricity

This assessment serves as a catalyst for change. It provides the leadership with an unbiased third party diagnostic based on 30 years of research.


The Market Responsiveness Index Benchmark (MRI) Service

 

The MRI is a web-based employee survey, requiring 15-20 minutes to complete, that benchmarks employee behaviors within your business. The behaviors measured have been verified in more than 100 peer-reviewed studies to be elements of a customer-focused culture and to drive business performance. Your company’s performance on the MRI is highly correlated with its future business performance.

 

Immediately after the MRI, we build together a  RoadMap to success and deliver the following services

 
These are the behaviours that drive future profit and growth for organisations.

These are the behaviours that drive future profit and growth for organisations.

                                                   Road Map

 
 

SP&E became an Accredited Partner of the global Leader Consulting firm  in Customer Culture Transformation & Assessments.

 

The Customer Culture Imperative

MarketCulture, The Founders and owners; Dr. Linden Brown and Chris Brown,  are also the authors of the Book “The Customer Culture Imperative” which won Marketing Book of the Year 2015.

For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks and salesforce.com. It creates a guide for success based on 3 years of scientific study drawing insights from more than 100 businesses to identify seven key factors.

Market Culture    l    Perceptyx    l     Humantelligence 

Perceptyx
 

REAL-TIME SURVEYS DRIVING REAL IMPROVEMENT

Successfully deploying multi-language, multi-country, global employee surveys since 1998

Successfully deploying multi-language, multi-country, global employee surveys since 1998

 

 

The employee engagement survey uncovers the barriers to better engagement. And a Perceptyx engagement survey also builds the drivers of engagement into the observations and recommendations used in manager action planning, providing targeted solutions for identified problems. This balance between organizational effectiveness, engagement indicators and the antecedents of performance outcomes, provides every manager at every level a unique look at the issues most likely to influence and transform performance.

 

 

While we provide benchmarks for comparison of the organization's results to high performing organization norms, we do not stop there. By using the benchmark to identify norms that go far beyond the simple comparison of scores, we help identify differences in organizations that make a difference.

There are good insights that come from the straight comparison of survey data to the benchmark. However, when looking deeper into the data, there is even more to be found in subtle variations between items of benchmarks versus the survey data. We use our comprehensive and up to date normative data to create meaningful benchmarks to provide additional value. When communicating back to employees the results of the survey, it is important to show that their opinions matter most. We encourage the use of benchmarks for:

Executive Feedback Sessions
Identification of High Performance Metrics
Development of Value-Added Benchmark Strategies
Building the drivers of engagement into the recommendations that fuel action planning efforts allows leaders to anticipate and improve the future.

When managers make informed course corrections, combining employee feedback and their clear view of life in the trenches, the result is a proven increase in levels of engagement and organizational performance.

 


Best Practices in Getting Action from Surveys 


The Engagement & Performance Model

  • Engagement yields Performance    
  • Performance builds Success  
  • Success inspires Engagement

 

“People will engage to a degree that they anticipate gaining their desired measure of success.”
 
Thx

Data collection and reporting customized for every client

Market Culture    l    Perceptyx    l     Humantelligence 

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The Humantelligence suite provides innovative cloud-based SaaS solutions that solve today’s top workforce challenges and is re-defining the true meaning of HCM into a broader understanding of ERM (Employee Relationship Management).   

HT solutions leverage behavioral science to improve key human capital and talent management areas like chemistry, hiring, culture alignment, and engagement across an entire workforce, while also measuring and driving key strategic actions that deliver measurable results.  Specifically, our 4 solutions are the following:

1)  Self-Assessment Solution

2) Talent Fit / Hiring Solution

3) Engagement Management Solution

  • Action Management System (AMS) & Performance Management
  • Social Networking for Productivity Tool
  • Business Survey Feedback Tool
  • Career & Development Feedback Tools
  • Engagement Surveys

4) Culture Alignment Solution


People Solutions       Talent Platform