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CEO Scorecard |
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1 |
Are you the Chief
Value Creator
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2 |
Do you balance
value creation for the shareholder and value creation for the Customer? |
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3 |
Do you balance
long term with short term profits |
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4 |
Do you know that
ROC (Return on Customer) is increased through TOTAL CVM |
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5 |
Do you know ROC=TSV (Total Shareholder Value) |
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6 |
Do you act as the
Chief Customer Officer, or have you appointed one? |
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7 |
Is the Customer
truly numero uno in your
organisation or are you? |
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8 |
Do you measure
Customer Value Added (Voice of Customer) Do you measure Voice of the Employee
and Voice of the Competitor? |
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9 |
Do you price
using Customer Value Added and Value Maps |
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10 |
Do you have a
Customer Value Added and a Customer reporting system that you receive at the
same time as your financial and other reports? |
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11 |
Do your
executives have a well thought out Customer role in addition to their
functional goals? |
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12 |
Do your
executives have one or two Customer related goals in their key performance
goals? |
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13 |
Are you building
Customer conduits? |
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14 |
Are
bonuses driven from Customer results? |
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15 |
Do you have a
Customer strategy (not just a corporate strategy)? |
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16 |
Do you promote
the concept of farming and hunting? Of Customer delight? |
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17 |
Is the Customer
DNA (Do Not Annoy) an employee mantra |
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18 |
Do you measure
Customer assets? Are these growing? |
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19 |
Do you measure
Customer lifetime value? |
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20 |
Who are your most
valuable Customers? Are you pruning unprofitable Customers? |
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21 |
Do you measure
your share of the Customer wallet? |
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22 |
Are you setting
up Customer Centric Circles? |
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23 |
Are you easily
contactable by the Customer? |
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24 |
Do you have an
Employee Value added program? |
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25 |
Do you think the
purpose of a call centre is to self-destruct (that is not exist if there are
no problems or in effect you are solving the Customers problems systemically,
so that there is no need for the Customer to call) as opposed to using call
centres as a way to touch the Customer? |
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26 |
Do you get a
Customer complaint sheet and action taken list? |
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27 |
Do you receive
Customer complaints calls personally at least once or twice a week? |
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28 |
Do you spend time
listening to Customers at a Call centre? |
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29 |
Do you typically
try to spend one day a week with Customers? |
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30 |
Do you stand
behind the Customer’s Bill of Rights |
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31 |
Are you prepared
for the Customer’s to certify your company? |
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