The Inside-Out Assessment Technique
Business/Organisational Capability Assessments
These focus on the capabilities required to deliver the experience that is desired by the customer and typically span one or more of the following scope examples:
Scope Examples
- by value proposition
- by channel, e.g. contact centre, digital, etc.
- by function, e.g. customer service, sales, marketing, HR, etc.
- by department, e.g outbound telesales, complaints, recruitment, etc.
- by touchpoint & channel
- by product/service
- by line-of-business
- by practice area, e.g. customer understanding, strategy, execution, measurement, etc.
- by Key Constituencies/Stakeholders
- Programme team/s, e.g. Improvement/Change, Voice of the Customer (VoC), Customer Insight (CI), Customer Experience (CX), etc.
- All/selected customer-facing personnel or frontline employees
- Leadership/managers/execs by unit, by department, etc.
Assessment Formats and Durations
Depending on the scope, the following assessment formats and durations are possible:
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