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Consulting Expertise

Customer Centricity

Nothing predicts organic growth like having loyal customers. That's why we help your company become more than "customer focused."

Gallup's Customer Centricity Practice helps companies gain an accurate understanding of their customer base so they can build a highly dedicated workforce that delivers customer-centric experiences -- and fosters more loyal customers.

Overview

Become your customers' most trusted partner.

Customers expect more than you know. And loyal customers -- the ones who are 23% more likely to spend with you -- expect even more.

Gallup can help you design your entire business strategy around creating loyal customers. We'll help you become more than just a transactional service to people.

You'll become their most trusted partner.

We help you empower every employee to create emotional connections and engaging experiences for customers that drive brand loyalty and advocacy -- and long-term profits.

Consider these customer
experience metrics:

Fully engaged customers represent a 23% premium in share of wallet, profitability, revenue and relationship growth over the average customer.

Only 26% of U.S. workers believe their organization always delivers on the promises they make to customers.

By increasing customer engagement, our clients have seen increased customer success metrics:

66%
Higher sales growth
25%
Increase in customer loyalty
10%+
Increase in net profit
+20
Percentile-point increase in customer confidence
A client executive doubled the size of his organization six months post-merger with Gallup's help.
"Gallup has helped us better understand how we're doing with customers with data and facts, making our customers a greater part of our strategy. This information helped us create real plans of action to improve customer engagement and to serve our customers in a fashion more consistent with our strategy."

Partner with us

Our Framework

Gallup's Customer-Centric Approach

What does it mean to have a customer-centric mindset? It means your customer engagement strategy becomes a central part of your organizational culture.

Our framework approach not only helps you define and create your optimal customer experience, it helps you sustain it by building a customer-centric culture.

Retain and Grow

Your Customer Base and Market

Leverage analytics to maintain competitive positioning and continuously improve customer retention rates.

Know

Your Customers

Understand who your customers are, what their specific needs are and how ready your organization is to meet them.

Design

Engaging Experiences

Define the end-to-end customer life cycle and align it with how your customers should feel about your brand.

Enable

Your Workforce

Build and equip all leaders, managers and teams throughout the organization with the right tools and education to ensure customer needs are met.

Empower

Customer Impact Teams

Clarify ownership and give permission to front-line teams to responsibly do what is right for the customer.

Deliver

High Standards of Service and Value

Consistently deliver on your brand promise and monitor performance to increase customer satisfaction.

Solutions

Improve customer satisfaction by putting them at the core.

When you partner with us, we'll help you collect the right customer metrics and employee data and use it to create a workplace culture that implements customer-centric services.

Our featured solutions include:

  • Customer segmentation and analytics
  • Strategies to empower customer facing teams
  • Customer journey mapping
  • Proprietary customer survey metrics
  • Service Values: Identifying specific employee behaviors that consistently delight customers.
  • HumanSigma®: Engaging employees in creating engaging experiences for customers.

Ensure sustainable growth with a customer-centric strategy.

Get in touch to learn more about how we can partner with you.

  

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