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Customer centricy (Must be a measure (Transparency (Competitiveness…
Customer centricy
Must be a measure
In order to incentivise
Transparency
Competitiveness
Leaderboard / story telling
Sharing best practice
Not punitive
Customer reported metric
Performance metrics - have to establish the service standard - what's our benchmark?
Must solve competitive tensions?
Do people even know what they do for customers
Do people appreciate we've had numerous customer disasters
Customer bootcamp: Send people to do front line work for 1 month each 3 years (e.g.) - not fixers, do'ers- lived experience
From Chairman down - everyone defines what they do for customers, and then we apply metrics to the right people.
Can we shift people closer physically to the customers they serve?
Customer can't be off the side of the desk - Does the customer trump all other agendas
Cultural conditioning (pavlovian)
My number 1 job is to serve customers
The customer is the ultimate boss
Do the right thing and get it done
Execution
Taskforce to make happen vs cultural programme
Who are the right people? Right governance?
IS OUR STRATEGY CUSTOMER CENTRIC?
Define the job to be done, and set a customer-first performance metric
How do we get people to
genuinely
give a shit about customers