Measure customer centricity

Customer centricity is a source of competitive advantage.

But many organisations struggle to embody and scale customer centricity across every organisational touchpoint.

We transform your approach to customer centricity with data and creative design. We do this by breaking down silos and promoting cultural change that champions customer-centred learning.

Create emotive customer and employee experiences

Through our collaboration with technology provider Temporall, we defined a customer-centricity framework that measures your organisation’s customer centricity across key touch points.

We use a variety of sources of insight, from anonymised data produced by internal tools like Slack or Teams, paired with more in-depth surveys and interviews to understand exactly how the organisation is currently functioning and how its employees feel.

This rich data is captured and dialogue established by selecting and categorising the responses from particular teams. This helps us to identify the customer centricity champions across your organisation.

Once we’ve unpicked the insight, we use our expertise in qualitative research, experience strategy, design and technology education to create a plan that improves your businesses’ metrics.

To complement this work, we run regular targeted pulses which pinpoint particular issues and gather deeper insight about the changes we’re helping you affect.