Customer centricity has become a business cliché, a buzzword. Everyone talks about it, and every organisation professes to be more customer-centric than the next. But what does this mean and how can you build a truly customer-centric business?
We offer a bespoke, evidence-based customer centricity assessment, benchmarking your business against the best in the world to identify how you can accelerate towards purposeful customer-centricity.
WHY PRIORITISE CUSTOMER CENTRICITY?
Customer centricity is the biggest cultural driver of performance improvement over the long-term and is key to sustaining growth.
- More than 90% of companies saw customers' experiences as a source of competitive advantage
- But when surveyed, only 14% of business leaders said their companies truly focus on customer centricity
- Industry NPS leaders deliver 3X higher total shareholder return compared to the stock market average
Benefits of a strategic Approach
Diagnose & Benchmark
Diagnose the state of customer centricity within the business. This in turn helps to define the management practices to focus on to improve overall ‘Customer Success’.
Quantify & Prioritise
Quantify the financial impact of improving NPS and customer satisfaction. Define which 'customer success' factors have the biggest impact on NPS.
Plan & Execute
Develop a bespoke plan, with targeted projects aimed at driving customer centricity in specific areas. Execute the plan, with stakeholders clear on how each conributes.
Evaluate the impact of customer-centric management practices. Proactively manage how to improve NPS with data to ensure the right conversations happen at regular intervals.
Customer Centricity Evidence
Cultural Values: Relationship with the Sustainable Growth Index (SGI)
Source: Company Reports (FactSet) Culture 500
A focus on the customer more than any other behaviour propels companies away from the plight of average performance, helping them sustain greater results over a 15-year time frame.
Why work with cognosis on customer centricity?
“Now we are confident in the roadmap to becoming more customer centric.”
Through extensive research we have developed a manifesto for long-term growth.
Customer Centricity is identified as one of the 4 key levers. Download this report to read about all 4 levers, and deep dive into Customer Centricity, where we unpack the most important behaviors to adopt in the 'Customer Centricity Spectrum'.