Stage 1: Benchmark your company’s customer-centricity against global organisations that are providing customer experience excellence.
Market Responsiveness Index™ (MRI™) is a web-based diagnostic and global benchmarking tool that assesses a company’s customer-centric competitiveness.
MRI analysis and reporting delivers tangible and communicable results that clearly show how a company rates compared to 250 global companies, including Amazon, Apple, Starbucks, Virgin, PWC, Konica Minolta Telstra and Westpac to name a few.
The report informs what customer-centric behaviours require development to deliver organisational and cultural alignment, customer experience excellence and future business performance.
This stage delivers:
Measurement of the level of customer centricity
Global benchmarking against 250 global brands
Analysis and reporting
This stage informs:
A process for embedding a customer culture
Cross-functional leadership buy-in and alignment
Accountability for shifts in customer-centric behaviour
How We Help
Our 5-stage method is a holistic approach that combines customer insight, strategy, co-creation and collaboration to improve customer experience and deliver superior business performance.