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A year's worth of customer-centricity

It’s almost been a year since I joined The Customer Closeness Company (TCCC) fresh out of university, and I can’t believe how quickly the time flies when you’re learning so much every day.

Having a couple of years of light insight and research experience in my back pocket was certainly useful when I joined, but I soon came to find out that TCCC are not your average research agency… we are customer-centricity specialists. Since joining last September, I have learnt to put the customer at the forefront of everything that I do, something that I channel every day when speaking to and looking after all the customers who agree to take part in our projects. My work has reinforced the importance of customer-centricity at every level of your business…no matter how small or large it might be.

Every business probably (hopefully!) has some level of customer-centricity, but there are always more ways to understand and connect with customers – and in the past year TCCC has opened my eyes to the many ways there are to do so. Whether it’s curating specialist Curiosity Toolkits to help unlock exciting insights about your customers, or simply speaking in-depth to customers about specific topics to uncover the underlying thoughts and feelings behind their decisions, there are so many things we can do to help businesses become customer-centric.

Over the last year I have seen first-hand that the work we do helps to find the sweet spot where value for both commercial and customer lies – something that businesses can sometimes find difficult, especially if the nature of the business or your role places you further away from your customers. But now, more than ever, is the time to get close to customers – people all over the country are struggling with the rising cost of living and customer morale is low – if the last years’ worth of insight has taught me anything, it’s more important than ever for businesses to get the balance between commercial and customer right.

I feel incredibly grateful to have been welcomed into an award-winning, specialist agency; seeing the customer voices and stories that we uncover injected into, and beyond, the boardrooms of businesses, makes the work we do every day even more gratifying. Putting the humanity back into businesses and improving customers’ lives, whilst helping businesses grow is at the heart of what we do…and I’m looking forward to seeing how much of an impact we can continue to make in the next year.


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