Total Experience, Customer Obsession and the Insights Engine.
By Anna Amato and Steven Berkhout
According to Insights2020 – Driving Customer-Centric Growth, the businesses which outperform competitors in terms of revenue growth have shown the highest level of customer-centricity (over-performers), while those with the lowest revenue growth show the lowest level of customer-centricity (under-performers). Insights2020 is the largest global study of its kind, involving 350+ in-depth qualitative interviews with senior marketing and insights leaders, and quantitative survey responses from over 10,000 practitioners in 60 markets. The initiative is led by Millward Brown Vermeer in partnership with ESOMAR, LinkedIn, Korn Ferry, Kantar, and the Advertising Research Foundation.