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Build a high-performance company through a customer-centric culture

Strong customer culture is the single most important driver of future business performance. Does your business have a customer-centric culture?  We all know that without customers, we don’t have a business. Customer-centricity is an attempt to see business from a customer’s point of view.  

Most companies have a budget to win new business, but do you have a budget to retain customers? 

With increased competition, globalisation and the fact that customers are just more knowledgeable today, what makes you different from your competitors? How do you retain your customers? 

It is well documented and recognised as an accepted fact that customer-centric companies have higher customer satisfaction and employee satisfaction. They are more innovative, and they have higher brand valuation and market share. 

What is a Customer-Centric Culture?

It’s all about culture. It is what the people within your business do and the effect it has on the customer. It’s the ability to understand, predict and respond to the customer, the market and our competitors. 

Creating a customer-centric company takes more than just focusing on the customer service department. It’s about building a culture, a set of behaviours and belief for all employees that, “what’s best for the customer is what’s best for the business”. The customer is at the heart of all decisions made within your business. Make that the backbone and the core of your company, and you will lead your company to profitable growth. 

Our Approach:
 We use the Market Culture model to determine how customer-centric your business is. MarketCulture is a model designed by a bunch of data scientists and academics to help you build a customer-centric culture.

Over a period of 3 years, MarketCulture researched a wide variety of companies that were known to be highly customer-centric and some not so customer-centric. The goal was to find the true values that made them different. This work was mainly carried out in Silicon Valley. Through this study, MarketCulture was able to determine what they had in common and build a tool that could measure and benchmark the behaviours of employees in being able to provide a customer-centric culture. Companies such as Virgin, Apple, IKEA and Salesforce just to name a few. The tool provides a benchmark against a database of over 250 organisations. It creates a mindset around the customer and enables leaders to understand the strengths and weaknesses of the organisation over 8 disciplines. It also provides deep insight into what is required to help build a customer-centric culture.

As an accredited partner of MarketCulture, Key Business Advisors can workshop using this groundbreaking model and help your team:

  • Develop a customer mindset
  • Speak the same language
  • Improve engagement
  • Implement best practice
  • Increase customer retention
  • Cut cost
  • Build trust and cohesion

The benefits of a Customer-Centric Culture:

  • Customer Satisfaction and Loyalty
  • Sustainability and Growth
  • Productivity and Profitability
  • New Products/Service Success
  • Increased Employee Engagement

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Key Business Advisors is proud to be an Accredited Partner of MarketCulture.

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Strong customer culture is the single most important driver of future business performance. Does your business have a customer-centric culture?

 

 

 

Over a period of 3 years, MarketCulture researched a wide variety of companies that were known to be highly customer-centric and some not so customer-centric. The goal was to find the true values that made them different. This work was mainly carried out in Silicon Valley. Through this study, MarketCulture was able to determine what they had in common and build a tool that could measure and benchmark the behaviours of employees in being able to provide a customer-centric culture. Companies such as Virgin, Apple, IKEA and Salesforce just to name a few. The tool provides a benchmark against a database of over 250 organisations. It creates a mindset around the customer and enables leaders to understand the strengths and weaknesses of the organisation over 8 disciplines. It also provides deep insight into what is required to help build a customer-centric culture.

The behaviours that drive future profit and growth for organisations are:

  • Competitive Insight
  • Competitive Foresight
  • Peripheral Vision
  • Empowerment
  • Collaboration
  • Strategic Alignment
  • Customer Insight
  • Customer Foresight

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Do you have these disciplines in your business?

To find out more about these behaviours and create a customer-centric culture within your business, contact us today at Key Business Advisors on 1300 4 ADVICE.

Download the Market Responsiveness IndexTM (MRITM)

 

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The Customer Culture Imperative

After winning enough popular votes from the global marketing community to make the short list of 5 books, The Customer Culture Imperative was selected as the Marketing Book of the Year by an Advisory Panel of 15 Global Marketing Executives and Academic. 

MarketCulture graphics & logo design copyright © 2007-2016 The Market Responsiveness Index™ is a trademark of MarketCulture Strategies Inc. Key Business Advisors is Accredited by MarketCulture Strategies Inc.

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