Growing a Customer Centricity Culture


Implemented Customer Centricity Programs

What are the 8 drivers of a Successful Customer Centricity Culture?

Learn More...


Customer Centricity Implementation

What We Do

We help you in growing a Customer Centricity Culture in the most effective -and pragmatic fashion possible.

Regardless the status of your business or the depth of the issue, our value added is embedded in our ability to holistically assess your business context rapidly and to help you in designing tailored long term strategies and implementing short term quick wins.

Obtain a comprehensive reflection of the maturity level of applied Customer Centricity.

To guarantee you a timely value added proposal for a great value for money, we are following a straightforward approach:

  • Firstly, we would like to hear your story. In order to obtain a good first insight in the challenges you are facing, upon your direction, we will conduct one or multiple interviews with the main internal stakeholders.
  • We will also conduct a quick scan to understand the internal perception of level of customer focus amongst a larger internal audience.
  • Simultaneously, we will review the alignment between the Customer Centricity drivers and the applied marketing enablers (e.g. the brand position guide, applied service concept, marketing-mix elements, e-commerce implementation, and customer relationship management).
  • Following our initial reflections - and upon reaching a mutual understanding of the situation and your ambitions and constraints - we will articulate initial short -and long-term options.
  • Upon your consent with the proposed program(s) scope, we will draft one or multiple program outlines, including suggested objectives, strategies, KPIs, SLAs, budgets, and time frames.

Establish a Road Map for Customer Centricity Success

The Customer Centricity Roadmap involves all drivers of success and depending on the status of each drivers, will included many different routes. In some cases we might be able to take shortcuts, while in others we have to make a D-tour.

Roadmap routes include amongst others:

  • Grow and nurture Customer Centric Leadership at all levels.
  • Articulate Strategic Initiatives based on the Customer Centricity principle.
  • Establish and evolve Encompass Marketing Management.
  • Implement Customer-Centric Product Design.
  • Lead Customer Experience Journey Design and Operationalization.
  • Make Staff Engagement a top priority among the management community.
  • Institutionalize Frontline Staff Empowerment.
  • Develop and manage a Customer Insight-based Customer Experience Journey.
  • Augment a Metrics Based Ecosystem.

Grow buy-in amongst all stakeholders by sharing Customer Centricity insights.

The Encompass Marketing Role is instrumental in the creation of enthusiasm for the benefits -and application of Customer Centricity.

Initiatives include:

  • Grow a strong image of Customer Centricity among all Leaders.
  • Establish and manage Support Programs for Organization-leaders.
  • Regularly evaluate the progress of Customer Centricity Initiatives.
  • Create a 360° Customer Centric perspective of the organization's market context.

Develop and implement tactical instruments to create internal awareness and engagement:

  • Easy-to-digest digital communication.
  • Digital interactive self-study modules.
  • Team/peer workshops.
  • Online training.
  • Knowledge and experience sharing platforms.

Deliver Customer Centricity Solutions that answer your context and ambition level.

We Tailor all our solutions specifically to your needs:

It is our philosophy to address each situation with the conviction that our proposition is adding value to your overall goals. In case of an operational requirement, we will propose a short term solution. At the same time we will provide you with more long term options for your consideration.

Solutions at a Strategic Level:

Our services encompass the complete spectrum of Encompass Marketing, from strategy development and service concepts, to digital marketing, e-commerce, CRM, retention and loyalty management.

We are also providing operational, hands-on support covering all aspects of Customer Journeys.

Our operational support includes:

  • Sublime customer insight.
  • Digital marketing (SEO, SEM, SMM, CR optimization).
  • Proposition development
  • Omnichannel CRM.
  • Web-store design.
  • Funnel management.
  • Content selection -and presentation.