Behind every great service is a great organisation - Part 5.
In Part 5 of this six-part series, we investigate the fourth fundamental of our Design-led approach – Shaping the company culture.
Businesses need a set of beliefs, ways of working and an attitude that enables them to thrive in the new order.
In the same way that certain plants won’t grow in soil that’s too acidic, for the team to function, the experience to be backed and the enablers to be delivered, you need a compatible, supportive and on-side environment. Aside from the direct customer experience function, everybody needs to see the value and understand their role and impact on the customer experience.
If organisations can create a customer-centred culture, the experience and new ways of working will take root, grow and flourish faster. A great starting point is assessing to what extent you are customer-centred today and to what extent you need to be in the future.
The associated challenges that businesses face:
- Objectively assessing their CX maturity and gaining consensus on where best to focus efforts.
- Building a culture of service, new capabilities and knowing where and how to get going.
- Helping stakeholders think beyond the sector norm when setting CX objectives.
- Supporting CX teams to engage business leaders and frontline colleagues in the case for change.
- Establishing a regular drumbeat of communications and engagement activities so that great customer experience becomes a shared goal.
The activities and assets that help you succeed:
- Assessing customer experience maturity across the business and identifying objectives and areas of focus.
- Running leadership team and frontline colleague training in new ways of working.
- Involving colleagues in service design projects to demonstrate the value of a more collaborative approach.
- Facilitating forums with departmental CX leads, to share best practice and the challenges they face.
- Developing content for internal communication of the vision, plan and progress towards the strategic goals.
Next week, in the final part in this series, we’ll conclude with looking ahead at better ways to connect with customers and employees- or you can sign up below and download the full story now.
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