ISO 27001

Measure Customer Centricity with Staff Surveys

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Many organisations include customer centricity and customer-first as strategic business goals in their annual reports and marketing collateral.  Management systems will often be put in place to track customer-centric business metrics (KPIs) to track and respond to improvements or degradations in the quality of service delivered.  Management systems are often complemented by sanity checks to discover what actually happens on the […]

Documentation

A quick and simple Customer Experience maturity questionnaire

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Organisations normally have very laudable goals about customer centricity in their annual reports and strategic documents.  A strong management system would always involve some sanity checking of what actually happens on the ground to implement the strategy.  This would include some kind of mystery shopping as well as customer and staff surveys, to measure and track what level of […]

Documentation

ISO 27001 documentation

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Having an ISO 27001 system in place mandates a set of documents.  These documents may be the most visible manifestation of a system and certainly the starting point for any ISO 27001 auditor. Naturally before starting to draft documents the organisation will have performed a planning phase and a risk assessment.  Annex A contains an excellent starting point but […]

Audit

GDPR a primer

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General Data Protection Regulation or GDPR imposes new and arduous burdens on business and other organisations across Europe from May 2018.  Behaviours will have to change and companies have to make sure they are ready for the deadline or face fines up to 20 M euro. This primer summarises some aspects of the GDPR which […]