CASE STUDY

Customercentricity

We worked with an International Design Consultancy to give content and meaning to the customer-centric approach.

In this report, we introduced a culture-change programme which can alter behaviour and help employees understand how new behaviours benefit them and improve performance. 

Given that the changing contours of competition have led to a growing sensitivity to the needs of customers, our work with this internationally recognised brand served as the foundation for a new concept of customer-centricity across the organisation.

We worked closely with key influencers to define an effective customer-centric strategy, requiring that the company seek to educate its customers to improve their understanding of the problems they face. This required a fresh approach to a company culture, whereby employees possess an ability to capture and assimilate new experiences and further develop a sensitivity to understanding future trends and future customer needs.