Customer Centricity
Many companies believe they are customer-focused yet most marketing departments still develop products and then search for customers to sell them to. To make the shift in thinking required to create new products and services that follow the customer’s lead is a challenge, but it is also the primary basis of competitive advantage.
Building a customer centric culture can only be done by ensuring that the right customer values are lived and breathed within the organisation. Training and development undoubtedly has a role to play but there also has to be a supporting HR framework, customer infrastructure and crucially a leadership team that sets the example from the top downwards.
ICD can help you to
- develop your HR framework to put customers at the centre
- develop your leadership team to put customers at the centre of operations
- design the right roles and customer behaviours to effectively manage relationships with customers
- train your frontline staff in the right skills, roles, attitudes and behaviours
- increase your in-house training capability