Customer Centricity Introduces 
New Customer Service Assessment Offering:
Customer Service Rx^SM

Provides New Insight to a Company’s Customer Service Strategy

Hudson, New Hampshire, October 28, 2002: Customer Centricity, Inc. announced the immediate availability of a new service called Customer Service Rx^SM. 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 Rx^SM to provide companies with a snapshot of their current operations that can serve as the starting point for implementing true customer-focused support.”

The Customer Service Rx^SM 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 three phases:

• 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 Rx^SM 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 Bailey.

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:

1. Skills Training to enable customer-facing personnel to deliver exceptional levels of customer service; 
2. Design and Implementation of business process techniques to serve the customer in efficient, effective and consistent manners; and 
3. 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, www.customercentricity.biz.