Growth Begins with the Right Foundation
Creating sustained growth is like constructing a building – you start at the bottom and work your way toward the sky. Although there are no shortcuts, we can show you the way.
Don’t let the getting started stop you.
Growth Maturity Index™
Take a minute with this interactive page to understand the factors barring you from hitting your growth stride. What is your level of growth maturity?
Lack of brand message connection to employees.
Undocumented ideal customer personas.
No view of end-to-end customer journey.
Organizational and data silos.
Engagement is vendor-focused, not customer-centric.
Awareness of customer experience strategy.
Cognizant of need to educate employees on the brand promise.
Idea of ideal customer profiles – not documented.
Limited view into parts of the customer journey – limited to no documentation.
Conscious of organizational and data challenges.
Ad hoc education of brand promise to employees.
Documented ideal customer profiles.
Defined, but not complete, view into multiple stages of the customer journey.
Beginning to address organizational and data challenges.
Employees are enabled and equipped on corporate brand promise.
Documented ideal customer profiles on every customer interaction.
Defined view of end-to-end customer journey.
Customer-driven organization planned – customer intelligence data fueling engagement strategy.
Documented customer experience strategy across all departments and every customer interaction.
All employees enabled, equipped and empowered to deliver customer experience based on brand promise.
Dynamic ideal customer profiles and insights.
Dynamic customer journey/orchestration.
Common KPIs to measure organizational impact of customer experience and incentives in place.
Using CX as a product i.e., competitive differentiator.
Six GMI Success Elements
Hover over each success element to reveal its context.
Represent Your Value
Positioning, Messaging & Content
Engage with Relevance
Buyer & Customer Engagement
Sales & Marketing Process
Automate + Personalize
Digital Systems + Data Integration
Customer Data + Business Insights
KPIs & Performance Management