· 3 min read
How to Measure Your Customer-Centricity Maturity
Customer-centricity is the new competitive advantage. Learn more about Customer Centricity and how it benefits your business and customers.
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Customer-centricity is the new competitive advantage. But how do you know if your organisation is customer-centric? What level of customer-centricity maturity does your company have? And what are the implications for this on strategy, operations and innovation? To answer these questions, BTNG has created a Customer Centricity Maturity Assessment Tool (BTNG New Insights) that businesses can use to measure their progress against best practices in customer-centric transformation. In this article, we will discuss what it measures and why it’s important to use.
What is Customer-Centric and why does it matter to you?
Customer centricity has become an increasingly popular term in recent years, but it seems that there is still some confusion as to what it actually means. The first thing we need to do then defines customer centricity in a way that everyone can understand and relate to.
Understanding the value of customer centricity not only by senior management but throughout the entire company culture is essential. Having a strategy in place will help organisations to serve customers better.
The definition of customer-centric varies depending on whom you ask; however, there are two key points we can all agree on:
- Customer needs are the focal point of all decision-making.
- Every customer is unique and they need personalised attention.
These two points alone show us that organisations who focus their efforts on understanding their customers will be successful in fulfilling those customer’s needs better than any other organisation out there, which, of course, means more growth.
BTNG specialises in improving and creating new digital products and services. During our 15 years of experience, our customer-centric approach includes customer data and the entire organisation’s input to create a successful customer experience.
Understanding the value of customer centricity not only by senior management but throughout the entire company culture is essential. Having a strategy in place will help organisations to serve customers better.
How do you measure Customer Centricity? BTNG New Insights - a Maturity Assessment
Our exclusive BTNG New Insights program is a Customer Centricity Maturity Assessment. It consists of five pillars:
- Leadership & Culture
- Focusing Operations on the Customer
- Empowering Employees, Insights & Tools
- Customer Experience
- Creating Value
These five pillars help organisations to stay customer-centric. If you want your business to be a winner in this digital era, we recommend measuring maturity and taking action where necessary.
Tracking progress using metrics such as Customer Satisfaction
Combined with our Strategic Business Goals workshop, gaining insights into how customer-centric your organisation is is just the starting point of an amazing journey. Together with the Researchers, Designers, Facilitators and Business Developers from BTNG, you’ll receive a hand-picked team of superstars who will help you take your organisation where it needs to be!
Start your digital transformation today by mapping the maturity levels of the entire organisation across multiple business units. Skyrocket your marketing and sales by improving the overall customer experience and employee experience. Create processes for listening and improving based on customer feedback. Become customer centric!
The BTNG New Insights program will help you to take on leadership & culture, focusing operations on the customer, empowering employees, insights & tools, and creating value. By doing so your business can become a winner in this digital era - increasing customer satisfaction and gaining more loyal customers. Measuring centricity starts with actually understanding customers - UX research methods and visual tools like empathy maps make that understanding concrete and shareable.
Schedule a call with a specialist from the BTNG Research Team to discuss the BTNG New Insights.
What to read next
Customer centricity maturity is measured by how consistently user research drives decisions, not by the volume of research conducted.
- The Most Common UX Research Methods - the methods that generate the insights a customer-centric organisation acts on
- The Complete Guide to UX Research - the full research practice that builds organisational customer centricity
Prefer to have research done for you? Our UX research service handles recruitment, facilitation, and synthesis.