Keeping customers close

Many businesses set out to put the customer at the heart of everything they do. Very few do so successfully.

Gate One has been conducting a study into customer-centricity, interviewing over 500 businesses and 2,000 consumers across Europe and North America. Behaviour changes during the pandemic, the move towards purpose-led capitalism and technological advances have all contributed to customer-centricity becoming increasingly critical to corporate success. But the findings of our study suggest there’s a major mismatch between C-suite business strategies and customer expectations, presenting a barrier to businesses becoming truly customer-centric.

Keeping customers close: Customer-centricity in a rapidly changing world

Discussing what 500 businesses and 2,000 consumers had to say about customer-centricity and the challenges of making it a reality.

Download the report

Keeping customers close

Many businesses set out to put the customer at the heart of everything they do. Very few do so successfully.

Gate One has been conducting a study into customer-centricity, interviewing over 500 businesses and 2,000 consumers across Europe and North America. Behaviour changes during the pandemic, the move towards purpose-led capitalism and technological advances have all contributed to customer-centricity becoming increasingly critical to corporate success. But the findings of our study suggest there’s a major mismatch between C-suite business strategies and customer expectations, presenting a barrier to businesses becoming truly customer-centric.

Keeping customers close: Customer-centricity in a rapidly changing world

Discussing what 500 businesses and 2,000 consumers had to say about customer-centricity and the challenges of making it a reality.

Download the report

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Getting customer-centricity truly embedded in the business is an all-encompassing transformation that involves looking at new processes, adopting new technology and ways of working, and restructuring the organisation.

Pat ThistlethwaiteChief Experience Officer, Havas Health & You, and Managing Director, Havas Health CX

Business leaders identify customer-led metrics such as customer experience (43%), satisfaction and service (37%) and quality of product (35%) as the key value drivers for their organisation’s success.

Technological innovation is seen as the key driver of transformation, enabling businesses to keep up with evolving customer demands.

UK businesses are most likely to be investing in technological innovation (47%) compared to 44% of businesses in the USA, 42% in France and just 29% in Ireland.

Meet some of our team

David Forde
Customer experience lead
Umbar Shakir
Digital and data lead
Laurent Fauroux
Partner

Si vous souhaitez échanger avec nous sur la façon dont vous pouvez développer une organisation véritablement centrée client, veuillez contacter Laurent Fauroux.

If you would like to speak to us about how you can build a truly customer-centric business, please contact David Forde.