Centric™ is a three-step approach to help you assess and develop the discipline of customer centricity across your organisation. Unlocking value through taking the customer from an afterthought to the centre of your business.
Six Dimensions of Customer Centricity
How you listen to and build a deep understanding of the customer across the business
How the customer shows up within your business, product and market strategies
How your teams operate, collaborate and make decisions with the customer in mind
How you empower your people to become customer champions
How you design, build and deliver the products, services and experiences that your customers need and value
How you measure success and understand what matters most to your customer
The Centric™ Model
The Centric™ Methodology
Build an understanding of customer centricity and why it is important to your business
your level of maturity
Understand how the customer is being considered across six key dimensions of your organisation and how this could be impacting the performance of your customer experience
Finish with a clear understanding of what you need to do, who in the business you need to engage with and a programme of key activities that will help you to get started
Customer centricity can look different for different businesses. There are four key archetypes that present most commonly - knowing which one you are is key to understanding how to leverage and grow the discipline in ways that best suit your organisation.
Increases internal engagement around customer.
Uncovers where the strengths lie and understand how to leverage them.
Cut through the overwhelm and identify where to focus first.
“Coming new into a business, the ability to quickly get a clear and comprehensive view on the level of customer maturity within the organisation was critical. Centric™ gave me the clarity I needed to engage an executive team on the role of Customer Experience within the business, the journey that we needed to take and the team and capability we needed to invest in to get there”