Customer Centricity Introduces
New Customer Service Assessment Offering:
Customer Service RxSM
Provides New Insight to a Company’s Customer Service
Hudson, New Hampshire, October 28, 2002: Customer
Centricity, Inc. announced the immediate availability of a new
service called Customer Service RxSM.
Designed to help companies benchmark their true level of
“customer-focus,” this service includes on-site observations and
interviews with key customer service and operations staff. The
result is a report of findings and recommendations that can be
used to form an action plan to close the gap between where a
company is today and their customer relationship goals.
“Many companies want to be ‘customer-focused’ or
‘customer-friendly,’ but really don’t know what it means or how
they are doing in servicing their customers,” said Craig Bailey,
President of Customer Centricity. “We designed Customer Service RxSM
to provide companies with a snapshot of their current operations
that can serve as the starting point for implementing true
The Customer Service RxSM
assessment is based on proven methodologies and best practices
used in a number of organizations to improve customer service
quality. It is designed to eliminate the risk and accelerate the
payback of customer-focused initiatives. The recommendations cover
a wide set of areas related to customer relationships through
- Review of the company’s customer relationship strategy as it
relates to its overall company strategy and product positioning.
- Perform a gap analysis to identify items to address to take
the company from where it is (current state) to where it wants
to be (strategy/vision).
- Present recommendations for “surgical actions” to close gaps
in an iterative fashion based on the prioritized areas that need
to be addressed.
“Now is a good time for companies to focus on their customer
service strategy,” said Joel Whitman, Senior Consultant for
Navitier Consulting, Inc. “Many companies are finding that
customers are not buying as much as they have been in the past.
New customers are harder to come by. The pressure is on for
everyone to ‘make their numbers.’ Doing customer service right can
not only help in the current conditions, but will also companies
reap rewards when the economic conditions improve.”
A Risk-Free Customer Service Assessment!
The cost for the service depends on the size and complexity of
the company, but starts as low as $1,500 which includes a half-day
workshop and analysis. As part of its introduction, however,
Customer Centricity is providing a Customer Service RxSM
assessment to qualified companies at no charge. The only
costs related to this exercise are any out-of-pocket expenses that
are incurred, at the direction of the client.
“This is a risk-free, no-obligation way for companies to
try us out and receive value in the form of objective/expert
insight and advice on how you can meet the customer relationship
challenges, prevalent in today's business environment,” said
About Customer Centricity, Inc.
Customer Centricity, Inc., is a business consulting firm that
works with companies to unlock the value of their customer
relationships. We leverage our real-world experience to help our
clients deal with their customers in more skillful and satisfying
ways. Customer Centricity delivers on this promise by optimizing
the interaction between people, process and systems within the
organization to achieve higher levels of customer satisfaction and
greater return on investment. We do this in several ways:
- Skills Training to enable customer-facing personnel to
deliver exceptional levels of customer service;
- Design and Implementation of business process techniques to
serve the customer in efficient, effective and consistent
- Identification of the appropriate business processes to
automate, enabling companies to get the most from their
investments in technology.
Our approach is to work closely with our clients to help them
capture the knowledge of their team so that they can leverage it
to build more valuable, long-term relationships with their
customers. To learn more about Customer Centricity, call
603/491-7948 or visit our web-site,