Customer Centricity:
A Three-Part Series on Building a Customer-Centric Organization

This three-part series explores Level5 Strategy’s approach to building a customer-centric organization. It frames how to determine your customers’ rational and emotional expectations, and, more importantly, where along their journey these expectations matter most. These insights help to ensure that your organization is effectively and consistently delivering on your brand promise.

Throughout this series, we also provide insight into how to make more informed decisions about where along the customer journey to build, enhance, or repair processes; how to understand the impact and resourcing needed to do so; and, gain the capabilities to measure and manage internal efforts and external outcomes along the way.

While achieving true customer-centricity takes time and commitment, organizations who have successfully achieved this can attest that the prize of enduring customer loyalty and sustainable business growth is undeniably worth it.


Customer Centricity Part 1: Customer Experience Reimagined
Customer Centricity Part 2: Designing for Customer Needs Where and When It Matters Most
Part 3: Operationalizing a Customer-Centric Organization