Customer centricity doesn’t happen by accident. Moving from an abstract philosophy to a tangible business tactic takes understanding. Organizational alignment. And a plan for action.
Our competencies are many. We weave them together with fresh thinking to tackle whatever challenge you bring.
Redesigning the E-Commerce ExperienceLearn More
From Integration to Curation: Taking the Pulse of AmericaLearn More
From Boardroom Strategy to Frontline ActivationLearn More
At the most human level, all consumers are motivated by 15 intrinsic goals that help them thrive. Until now, no one has found the direct link between these goals and organizational business goals (KPIs).
With such high investment in loyalty management and even higher customer expectations nowadays, there’s no better time for brands to understand what customers value most.
What if, instead of measuring success based solely on business KPIs like NPS or CSAT, companies set Customer Performance Indicators focused on reaching the goals that brands can help customers achieve?
Today’s leading companies are built on a foundation of innovation and disruption. But when it comes to unlocking new value across the spectrum of consumers, needs-based segmentation shouldn’t be left behind.
Most organizations meet only a portion of their customers’ needs and, as a result, receive only a fraction of their value. Learn how our research conducted across 154 brands quantifies the link between the outcomes that matter to customers (CPIs) and business growth (KPIs).Learn More