NEWS14 June 2023

Strat7 launches customer centricity tool

News UK

UK – Insight and customer analytics group Strat7 has developed a framework to assess customer centricity with the aim of bringing insight-based strategy and execution more closely together.

Barrie Brien

Strat7 Advisory, the group’s consulting practice, will use the ‘Path’ tool to evaluate the capability of a business to anticipate the changing needs of its customer base.

The framework assesses and scores businesses on their ‘customer centricity maturity’, factoring in various dimensions across four areas: customer visibility; customer outreach; customer service and retention; and operating model and execution.

Both existing and prospective clients can use the tool, which is most typically used by Strat7 Advisory to give new clients a structure for transforming their businesses.

However, the company said the framework is also being deployed by its agencies, which include Bonamy Finch and Crowd DNA, to offer structure, benchmarking and identify issues within established accounts.

Björn Dufwenberg, managing director at Strat7 Advisory, said: “Putting insight at the heart of growth thinking can be a real eye-opener. Path can reveal what companies actually need isn’t always what they think they need.”

Dufwenberg described the offer as a “tool for reframing thinking and opening up new conversations around where the opportunities lie”.

Barrie Brien, chief executive at Strat7 (pictured), said: “The management consultancies can advise clients on the what but are less provisioned to address the why. By comparison, the market research firms excel at human insight and offer benchmarking, but aren’t set up to follow through with real-world consultancy or delivery.”

Through the approach, Strat7 is looking to offer a “clear and joined-up proposition”, Brien added, that “encompasses both strategy and delivery”.

Strat7 launched its advisory practice at the end of 2022, drawing on senior consultants from across the group with the aim of embedding consumer understanding within clients’ decision making, including market analysis, strategy creation and internal processes.