Many organisations don’t have a single, shared articulation of all the services or journeys that they provide for their customers. And often they don’t understand how those services plumb into their operational layers to deliver value; nor how the delivery of those services feels for their employees.
Our customer centricity approach will help you understand these top level imperatives. It outlines the key building blocks you need to consider as you move towards a customer oriented logic. The assessment tool can help you pinpoint the areas that need more focus in your organisation and give you some ideas about where to start.
Customer centricity is a way of life, a culture, an approach to running your organisation. It’s not a team, a project or a programme, although it usually starts as one of these. It’s about activating and unleashing the power (in a coordinated way) of the whole organisation towards a common purpose. It is therefore not quick or easy – as are most transformations – but if done well, worth the effort. To get started, you must understand clearly what you are trying to achieve, have ways to measure that, and get ready for the long haul.