Instilling Customer Based Cultural Change Across Different Departments In Your Organisation

Instilling Customer Based Cultural Change Across Different Departments In Your Organisation

Drawing upon years of experience leading customer oriented change at many organisations including both E.ON and National Grid, Adam will explain the key elements of a programme that, collectively, will deliver cultural change:

  • Culture change is critical for customer focused transformation. But culture change is not a specific programme – it’s the by-product of everything else you have to do
  • Customer focused transformation must feed colleagues with a balance of emotional and rational drivers of change which will together change their perceptions and behaviours
  • Key elements include customer immersion, colleague engagement and training, clear customer strategy, governance, metric development and performance targets, understanding the economics of customer loyalty, customer and colleague journey management, support function performance

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