Become a customer-centric company with Pulse and the Customer Centricity Score

How customer-centric is your company? Which factors are essential? With Pulse and the Customer Centricity Score, you can measure the level of customer centricity in your company and ensure that your customers are a top priority for employees and management.

Customers spend 140% more after a positive experience

DELOITTE, 2018

Technological advantage and the value proposition of your products and services are only half the battle. The quality of the customer experience determines the economic success on the market.

81% of companies see customer centricity as a competitive advantage

DIMENSION DATA, 2017

By consistently focusing on your customers' needs, you can gain a competitive advantage that is hard to copy. Customers become fans through positive experiences.

Employees of companies that create good customer experiences are 50% more engaged

TEMKIN GROUP, 2016

In successful companies, employees are the levers of successful experience design. Everyone contributes to how your customers experience your products and the interactions with your company.

Pulse is the optimal tool to increase customer centricity

Measure scientifically

Scientifically measure customer centricity and track progress continuously

Support employees

Make it easy for all employees to put the customer first

Embed sustainably

Embed customer-centred thinking and action effectively in the organisation

Measuring customer centricity scientifically with the CCScore

The Customer Centricity Score (CCScore) is a strategic KPI for customer centricity – simple, actionable and scientifically approved. It allows you to embed customer centricity strategically and track progress continuously.

Creaholic provides support in the application of CCScore

We developed CCScore together with the Lucerne University of Applied Sciences and Arts (HSLU) and have been supporting companies worldwide in its implementation and regular execution for many years.

  • CCScore measurement and monitoring via regular Pulse feedbacks and dynamic dashboards
  • Support for organisational development activities to make your organisation more customer-centric
  • Development and implementation of customised customer experience strategies

Download Quicktest customer orientation

The first step towards more customer centricity is to find out how the topic is perceived and practised by employees. Get started today with our free quicktest.

Download now

How EAO uses CCScore to implement its customer-focused corporate strategy: “No. 1 in serving customers”

For many companies today, customer centricity is a central part of their strategy. Strategic embedding is good and important, but it is only the beginning of the journey towards becoming a customer-centric company. In the course of implementing their new corporate strategy, EAO's management was looking for a tool that would allow them not only to systematically measure customer centricity in the company, but also to continuously embed and drive it across the board. This was to be done at all locations worldwide.

As a first step, CCScore was measured to determine where the company stood. This revealed many global and local issues, which were analysed in detail at all locations. In this way, employees were able to define relevant and targeted improvement measures and strengthen cooperation throughout the company.


With CCScore, we were able to identify the biggest challenges with respect to customer centricity and implement concrete improvement measures in different areas. On top of that, CCScore is a great tool for involving all our employees in our transformation journey to become "No. 1 in serving customers".

Kurt Loosli

CEO — EAO

These companies increase their customer centricity with CCScore