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

Impact on improvement score (gains) Low High PRIORITY 1 PRIORITY 2 PRIORITY 3 PRIORITY 4 Customer Agility Performance Collaboration Execution Innovation Integrity Respect Diversity Low High Impact on SGI score (outperformance) Low High

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.”

Mike Haley Chief Executive Officer


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'.


We work with business leaders at medium to large corporations. Whatever the industry, we work best with people who are passionate about driving real change

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