The team at MarketCulture undertook a 3 year study to answer the question, does customer centricity matter to business performance?
As part of the research, the team were able to identify 35 common behaviours that were linked to driving important business outcomes.
A core database was developed from this original research that resulted from discussions with highly customer centric companies such as Amazon, Virgin, Starbucks and Salesforce.com.
We also included lower performing companies in the database.
This allowed us to compare the high performers with the low performers and compare their business results.
The outcome was a database of companies that included highly customer centric organisations and a range of middle performers and lower performers.
Today businesses are benchmarked against an international database of more than 200 companies across industries and geographies.
Database is approx. 70% North American, 15% Australian and 15% mainly European.
Australian corporates in the database include Australia Post, Westpac, Telstra, Ergon Energy and Fairfax Media.
More than 200 firms are currently included in the global database.
A sample list of MRI Implementations is below.
