510Listening
This echoes the importance of customer feedback, an idea advocated by thought leaders like Jay Baer. It's about understanding and responding to customer needs and concerns.
The statement
The way you are currently LISTENING TO your users is helping you achieve your goals.
One statement per role slot, scored against the goal set in Step 2 on the Maturity Ladder, never 0. As a question: Is the way you are LISTENING TO users helping you achieve your goals?
The sub-questions
| Code | Sub-question | Statement |
|---|---|---|
| 511 | VOC System | You have set a VOC system that captures everything that customers are saying. |
| 512 | Data-driven | Your entire VOC process is data-driven and avoids any assumptions. |
| 513 | Journey driven | Your VOC process is based on an in-depth knowledge of your user's journey. |
| 514 | Different Techniques | You are using different techniques together to get the most from research. |
| 515 | Sustainability Sustainability Zoom | Your VOC system captures your customers' views on sustainability. |
Evidence profile, Mode 2: each sub-question is scored on the Maturity Ladder and the dimension takes their rounded mean (an exact .5 rounds down), which can be 0, Mixed. Sub-questions ending in 5 are the Sustainability Zoom: they enter the mean when sustainability is a strategic objective.
Its role in the nine postures
| Code | Archetype | Role | Target |
|---|---|---|---|
| A1 | Disruptive Newcomer | Not among its ten role slots | |
| A2 | Efficiency Machine | Not among its ten role slots | |
| A3 | Brand Evangelist | Not among its ten role slots | |
| A4 | Stagnant Leader | Not among its ten role slots | |
| A5 | Pivot Pioneer | Fatal Brake (F) | ≥ +2 |
| A6 | Value Harvester | Secondary Accelerator (T) | ≥ +1 |
| A7 | Scale-Up Guardian | Secondary Accelerator (T) | ≥ +1 |
| A8 | Niche Expert | Not among its ten role slots | |
| A9 | Category Creator | Growth Driver (GD) | ≥ +1 (recommended) |
The role comes from the posture, not from the dimension: 510 Listening holds a role in 4 of the nine postures. A Growth Driver that is also a Vital 8 dimension carries one score, with the target of its Vital 8 role.