{"id":4972,"date":"2022-09-15T08:16:23","date_gmt":"2022-09-15T08:16:23","guid":{"rendered":"https:\/\/thecxacademy.org\/?p=4972"},"modified":"2022-09-15T09:04:07","modified_gmt":"2022-09-15T09:04:07","slug":"the-cx-academy-framework-benchmarking-template","status":"publish","type":"post","link":"https:\/\/thecxacademy.org\/the-cx-academy-framework-benchmarking-template\/","title":{"rendered":"The CX Academy Framework Benchmarking Template"},"content":{"rendered":"<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-large wp-image-5002\" src=\"https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-1024x536.png\" alt=\"The CX Academy Framework Benchmarking Template Title Image\" width=\"1024\" height=\"536\" srcset=\"https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-1024x536.png 1024w, https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-600x314.png 600w, https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-300x157.png 300w, https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-768x402.png 768w, https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-1536x804.png 1536w, https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/BenchMarking-Template_title_5-Factors-That-Affect-Customer-Trust-Small-min-2048x1072.png 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The CX Academy Framework helps organisations deliver CX Excellence. If you are trying to figure our how your company can improve the CX strategy, the template below can easily identify\u00a0 where there is room for improvement.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Below you will see key behaviours associated with each of the Six Emotional Drivers. For each behaviour think about your own company and rate how embedded they are &#8211; do they behave like this all the time, most of the time, occasionally or never. Based on your scores you can see where you need to focus and what you need to do.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Score each of the behaviours:<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">3 = We behave like this with customers all of the time<\/span><\/p>\n<p><span style=\"font-weight: 400;\">2 = We behave like this with customers most of the time<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1 = We behave like this with customers occasionally<\/span><\/p>\n<p><span style=\"font-weight: 400;\">0 = We never behave like this with customers<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_4992\" aria-describedby=\"caption-attachment-4992\" style=\"width: 267px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-4992\" src=\"https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/I-Trust-You@4x.png\" alt=\"\" width=\"267\" height=\"259\" \/><figcaption id=\"caption-attachment-4992\" class=\"wp-caption-text\">I Trust You<\/figcaption><\/figure>\n<p style=\"text-align: center;\"><em><strong>Being trustworthy in everything you do for customers<\/strong><\/em><\/p>\n<table>\n<tbody>\n<tr>\n<td><span style=\"font-weight: 400;\">We listen to our customers and if they give us feedback we acknowledge it and act upon it\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We help customers to make the right decision by giving them the information they need\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We keep language clear and simple, we don&#8217;t use jargon and we speak in plain English<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">Our staff have the right levels of expertise to deal with customer queries\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>\n<p style=\"text-align: right;\"><strong>Total for I Trust You<\/strong><\/p>\n<\/td>\n<td><span style=\"font-weight: 400;\">____________<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_4994\" aria-describedby=\"caption-attachment-4994\" style=\"width: 267px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-4994\" src=\"https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/You-Know-Me@4x.png\" alt=\"\" width=\"267\" height=\"259\" \/><figcaption id=\"caption-attachment-4994\" class=\"wp-caption-text\">You Know Me<\/figcaption><\/figure>\n<p style=\"text-align: center;\"><em><strong>Treating customers as individuals, like human beings<\/strong><\/em><\/p>\n<table>\n<tbody>\n<tr>\n<td>We give every customer a warm welcome and treat them like an individual<\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>We make our customers feel special and important, that they are the only customer we have<\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">\u00a0We give our customers what is best for them, based on their needs<br \/>\n<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We use the understanding we have of our customers&#8217; needs to recommend relevant, specific products and services<br \/>\n<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>\n<p style=\"text-align: right;\"><strong>Total for You Know Me<\/strong><\/p>\n<\/td>\n<td><span style=\"font-weight: 400;\">____________<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_4995\" aria-describedby=\"caption-attachment-4995\" style=\"width: 267px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4995\" src=\"https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/You-Make-It-Easy@4x.png\" alt=\"\" width=\"267\" height=\"259\" \/><figcaption id=\"caption-attachment-4995\" class=\"wp-caption-text\">You Make It Easy<\/figcaption><\/figure>\n<p style=\"text-align: center;\"><em><strong>Making it easy and effortless for customers to do business<\/strong><\/em><\/p>\n<table>\n<tbody>\n<tr>\n<td><span style=\"font-weight: 400;\">We ensure that all instructions to customers are clear and easy to follow\u00a0\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We endeavour to deliver &#8216;right first time&#8217; by ensuring staff are able to deal with customer queries and issues\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We keep customers informed about how long things are going to take e.g. wait times\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We are good at spotting potential issues before the customer does and are able to address them\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>\n<p style=\"text-align: right;\"><strong>Total for You Make Things Easy<\/strong><\/p>\n<\/td>\n<td><span style=\"font-weight: 400;\">____________<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_4996\" aria-describedby=\"caption-attachment-4996\" style=\"width: 266px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4996\" src=\"https:\/\/thecxacademy.org\/wp-content\/uploads\/2022\/09\/You-Get-Me@4x.png\" alt=\"\" width=\"266\" height=\"259\" \/><figcaption id=\"caption-attachment-4996\" class=\"wp-caption-text\">You Get Me<\/figcaption><\/figure>\n<p style=\"text-align: center;\"><strong>Understanding customers circumstances and showing empathy<\/strong><\/p>\n<table>\n<tbody>\n<tr>\n<td><span style=\"font-weight: 400;\">Our staff have good emotional intelligence and are able to choose the right response to a situation\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">Our staff actively listen to customers and demonstrate that they understand the customers situation\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">Our staff genuinely display empathy or our customers<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400;\">We make our customers feel valued\u00a0<\/span><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>\n<p style=\"text-align: right;\"><strong>Total for You Get Me<\/strong><\/p>\n<\/td>\n<td><span style=\"font-weight: 400;\">____________<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p><em><span style=\"font-weight: 400;\">I<\/span><span style=\"font-size: 16px; font-weight: 400;\">f you would like to get the <strong>full<\/strong> <strong>CX Framework Benchmarking Template Sheet<\/strong> along with actions to take depending on your score email kamila@thecxacademy.org<\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The CX Academy Framework helps organisations deliver CX Excellence. If you are trying to figure our how your company can improve the CX strategy, the template below can easily identify\u00a0 where there is room for improvement.\u00a0 Below you will see key behaviours associated with each of the Six Emotional Drivers. For each behaviour think about [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":5002,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[34,31],"tags":[],"class_list":["post-4972","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-benefits","category-the-cx-framework"],"acf":[],"_links":{"self":[{"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/posts\/4972","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/comments?post=4972"}],"version-history":[{"count":19,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/posts\/4972\/revisions"}],"predecessor-version":[{"id":5008,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/posts\/4972\/revisions\/5008"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/media\/5002"}],"wp:attachment":[{"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/media?parent=4972"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/categories?post=4972"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/thecxacademy.org\/wp-json\/wp\/v2\/tags?post=4972"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}