05 April 2006

Customer Centric Culture


- "Objective Alignment" to Enhance Customer Satisfaction and Loyalty
- "Management by Walking" to Strengthen Leadership and Establish Role Model
- "Employee Comes First" to Ensure Happy Employees make Happy Customers


- Objectives Development and Identification
- Communication Transparency to Develop Employee Ownership
- Customer Satisfaction Benchmarking to Measure Performance
- Practice Makes Perfect Under Evaluation


- Definition and Benefits of Customer-Centric Culture
- Customer-Centric versus Customer Satisfaction
- Roadmap to Customer-Centric Culture
- Personal Accountablility
- Customer-Centric "ARM"
- Empowerment Pyramid Approach

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