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.

How Customer-Centric is Your Organization?

We continuously seek input from a diverse group of leaders across several sectors, roles, and geographies to identify and share their insights on their organization’s customer-centric maturity. Check out their insights, and the latest set of consolidated results of our research. For a historical comparison, check out the research report conducted in 2021.