DRIVING GROWTH THROUGH CUSTOMER CENTRICITY - GLOBAL CCI STUDY

DRIVING GROWTH THROUGH CUSTOMER CENTRICITY - GLOBAL CCI STUDY

23 January 2017

Improving your customer centricity leads to sales growth, as our latest global report demonstrates.

The dunnhumby Customer Centricity Index study (CCI) identifies the key drivers behind a customer's likelihood to buy repeatedly from a particular retailer and their desire to recommend the retailer to friends and family. It establishes a direct link between customer centricity and improved financial performance.

Retailers with a top quartile CCI score achieved an average sales increase of 3% and market share growth of 7%.

Image

 

As well as showing what drives customer centricity, key findings of the report are:

  • Getting the basics right is key to developing a personal connection with customers 
  • Price and Promotions rank consistently highly in customers’ minds, across the globe
  • Convenience and Communications play an important role in customer perception
  • There is no single path to success: Top 100 ranking retailers span discount chains to niche specialty players
  • But clear winning strategies have emerged per region

To learn more about the winning strategies of the world's top-ranked retailers, download the study.

  Back to all content