Customer Needs Solution (CNS)
How are we meeting our customers' needs on a day-by-day, week-by-week and month-by-month basis?
CNS provides a framework for directing customer strategy and a high resolution, real-time picture of how well you are delivering on your customer needs & wants.
NetCNS is to operations what NPS is to marketing.
But it's more than just a metric. By looking at your business through the lens of customer needs, you will clearly understand what you must do to at a strategic and tactical level to consistently deliver excellence where it matters to customers.
What CNS makes possible
Deliver Basic Needs better, faster, cheaper
Developing genuine Innovation around Wants that deliver improved margin and/or new revenue streams
De-risk disruption from competitors
How CNS works: Listen, Act, Learn
Listen
“Define and measure the needs and wants of people (customers, staff, suppliers etc.)”
Act
“Better meet those needs and wants”
Learn
“Learn how you can adapt to changing needs and wants”
The six Needs Groups
- Effort
- Engagement
- Value
- Pace
- Knowledge
- Environment
Explore the framework
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What is CNS
What CNS is, how it works (Listen, Act, Learn), the hierarchy of needs, and the difference between needs and wants.
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The six Needs Groups
Effort, Engagement, Value, Pace, Knowledge and Environment: the needs that keep emerging from what customers say.
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NetCNS vs NPS
Why NPS alone tells you a number but not why, and how NetCNS scores which needs you are meeting.
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How implementation works
Five phases from Scope to Monitor & embed, each with an exit test; roles; and why the board has to lead.
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Digital Maturity Model
How digitally mature your organisation is, seen through the lens of customer needs, and how digital readiness differs from AI readiness.
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About Stephen
Stephen Hewett, creator of NetCNS: background and credentials.