Our Customer Centricity Model

Learn about the model we created to assess and improve organisations’ customer centricity.

The five dimensions of Customer Centricity

We use five dimensions to understand how customer-centric an organisation is. These were developed through our work with organisations like Nationwide, and by referencing widely-used standards and frameworks.

1. People

This dimension is about whether you have the right skills in house to deliver a great customer experience.

It also considers whether the organisational structure and culture allows your teams the space to deliver great outcomes for users.

2. Process

This dimension looks at whether your project processes are allowing you to focus on customer needs and deliver value efficiently.

It also looks at how you decide what to work on, and considers if processes allow customers to receive effective support.

3. Governance

This dimension looks at how strategic decisions are made: Are they focused on customers? Can they flex to meet changing needs?

It also considers whether you are using the right metrics to ensure you are customer focused.

4. Facilities

This dimension considers an organisation’s physical and digital tools as well as its spaces – do they support the delivery of a great customer experience?

5. Communication

This dimension looks at whether communication within your organisation enables you to be customer centred.

It considers how strategy is communicated across your business. And it looks at teams’ awareness of how their work impacts each other.

How we use the model

1. Self-assessments

Organisations can use our self-assessment tool to get a score, benchmark themselves and get some next steps.

We often use these self-assessments with new clients to give us an understanding of the organisational context we will be working in.

2. Expert assessments and recommendations

We use our model to do more detailed customer centricity assessments. We look at each of our five dimensions through workshops, interviews, surveys as well as our self-assessment tool.

By understanding the enablers and barriers to customer centricity in more depth, we can create appropriate and achievable action plans.

Get in touch

The Customer Centricity Model is perfect for providing personalised advice on delivering better experiences for customers.

It gives a thorough assessment of capability, yet it is simple enough that leaders can quickly see where they need to focus.

Noah Samuels VP EMEA Go To Market Operations, Google

Learn more about Our Customer Centricity Model

Alix Vaughan

Reach out to Alix Vaughan

Sales Director