“91% of companies claim to be customer focused. Only 10% of  customers agree” Forrester Research 2012 In the report, Forrester Research highlighted that we have entered the age of the customer — an era when focusing on customers is more important than any other strategic imperative. Every executive knows that customers matter. But most companies don’t approach their customer interactions in a disciplined way.  Many organization focused on strengthening their front line customer services people and processes as a way to build their customer focused discipline. However, this is not enough in this new era. Organization needs to build a CULTURE that is focused on CUSTOMER CENTRICITY. CUSTOMER CENTRICITY defines as the capability to understand, predict and respond to customer, market and competitor dynamics. It transcend individual departments and functions and be an integral part of the way all employees behave and perform. It is based on a mindset. “What’s best for the customer is best for the business.” Innovative companies measure their level of customer centricity and drive a customer experience culture across their organization from marketing, sales, and customer service to product development, operations and the leadership team. In a ground breaking research by Dr Linden Brown & Chris Brown with a vision of making a difference on how companies provide Customer Centricity. Over many years, by researching hundreds of organizations, MarketCulture was able to develop a validated tool to measure the behaviours of employees in being able to provide a great customer experience. The tool is called the Market Responsiveness Index “MRI” and has been solely used by MarketCulture with many large, medium and small organisations throughout the world to benchmark them against companies known to be customer-centric like Virgin, Apple, Amazon and Google MRI measures 8 critical behavioural factors of the organization. SC Coaching Asia Pte Ltd is proud to be an accedited partner of MarketCulture to support customers in Asia building customer centricity using MRI. Our certified consultant will assists and to provide a road map to support your journey towards Customer Centricity