Developing a Culture that Strengthens Customer Advocacy and Retention
How do you know organisation is customer centric?
The mantra of customer centricity is: "What is best for the customer is best for the business".
~ Dr. Linden R Brown, Chairman of MarketCulture
Why You Should be Customer Centric
Customer centricity drives employees to deliver better customer experiences - which drives profit
The difference between success and failure is how you treat your customers. A truly customer centric business is market-responsive, not just because it knows and values its customers but because its structure and culture are designed solely with the customer at its heart.
Customer Centric Transformation Programme
Involving people, aligning mindsets, enriching behaviours
Customer Centric Transformation is our a signature programme that we deliver in partnership with MarketCulture Strategies.
At the heart of the Customer Centricity Transformation programme is the research-based Market Responsiveness Index™ (MRI™), a simple web-based benchmarking system. This diagnostic tool helps you measure, understand and act on employee feedback to create better customer experiences.
Our goal is to empower leaders to build more customer centric organisations using the insight and collective wisdom of all stakeholders, so that:
How We Do It
Measure, Plan, Engage, Collaborate
Our Customer Centricity Transformation programme involves two approaches. Firstly, we benchmark you against top market responsive companies. Secondly, we involve employees and stakeholders as part of change process.
To benchmark, we always start with the research-proven Market Responsiveness Index™(MRI™) diagnostic tool find our how well you are doing in engaging customers.
The Customer Centricity Transformation programme provides a systematic and measured approach by:
In the process, you'll create buy-in, align mindsets and transform your business into one of true customer centricity.
The 5-Stage Roadmap
We follow a tried, tested and trusted process
Plan & Prepare
Inspire & Implement
Formalise & Embed
Maintain & Leverage
How Our Customer Centricity Transformation Programme Supports Your Growth
Through the programme, your management team will be better able to:
Flexibility in Engagement
The Customer Centric Transformation Programme is high impact. The full programme is a multi-year engagement that requires long-term commitment by the senior leadership team, especially the CEO with support of the Board.
Nevertheless, our approach is modular - some clients choose to work with us at Stage 1 (Discover) while retaining us as a sounding board while they work on the rest of the stages themselves. In any case, we do advise clients to complete all the suggested stages in sequence for optimal impact.
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