Customer Centric Culture

OBJECTIVES

- "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

APPROACHES

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

STEPS

- 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