Audit for Social Responsibility

Date: 03-27-2012

Subject:

Professor:

Student:

Assignment: The Social Responsibility Audit Exercise

1) A plan to establish buy-in for the social responsibility audit:

1. Link the Customer Experience Strategy to Social Responsibility Audit and the bottom line.

The executive team and the CEO are ultimately responsible for driving profitable growth and return for investors. The corporate strategy for most firms involves growth. The growth comes from Customers and Community.

A customer experience strategy that results in customers staying with the company for longer, buying more and newer products, becoming advocates and reducing the cost to serve will drive growth. If customer experience professionals can show how the customer experience strategy will drive these things they will get executive buy-in.

2. Define the Cost of Quality

Show how a social responsibility audit will help to define the impact to the organization of poor customer experience and quality?

▪ Customers leave or churn

▪ Customer have to call more often to have the needs met

▪ Employees leave

▪ Brand/image

▪ Customer complaints increase demonstrating weakness in organizational performance

3. Data that will be accumulated during the Audit.

▪ Calculate the life time value of customers, how implements this concept to drive customer focus in his super successful cycling business.

▪ Conduct research on customer perceptions of the company and how these correlate with customer retention and acquisition metrics

▪ Determine the propensity to switch, which customers are at risk of leaving and what would it cost if they did?

▪ Measure your company’s level of customer centricity and benchmark best in class companies.

2) XXX Energy is committed to responsible corporate citizenship.

This includes the integration of social, environmental and economic considerations into its core businesses while engaging key stakeholders and conducting business in a...