We believe that in a customer centric organisation all employees understand and perform their role in the service delivery chain. In such an organisation, the “Line of Sight” to the customer for all employees is very clear and customer centricity is a pervasive value.
Our philosophy for creating a customer centric culture is articulated as: ‘External service quality does not exceed internal quality of service.’

Key Benefits

A paced and gradual process that provides immediate low hanging fruit as well as long term transformation :

  • Ownership and accountability get woven into the fabric of the organisation
  • Customers experience the organisation as one that focuses on customer service
  • People understand and speak the same language
  • Once in place, the culture becomes a springboard for the organisation to move to greater heights
Across the organisation, beginning with the top management.

Who is it relevant for?

Possible Outcomes

This cultural transformation solution sets processes, roles, internal communication, reward & recognition in place.

  • Culture shift
  • Re-energised organisation
  • Customer orientation as a key differentiator
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