Turning Around An Organisational Culture That No Longer Is Relevant to Its Customers” (Part 2 of 3)

Turning Around An Organisational Culture That No Longer Is Relevant to Its Customers" (Part 2 of 3)

Part 2: Crafting the Strategy for Change

With the recognition of a need for change, the focus shifts to strategising this transformation.

Central to this strategy is instilling a customer-centric mindset across the organisation.

Leadership is pivotal here, as they must exemplify the values and behaviours that reflect a deep commitment to serving the customer’s needs.

Initiating open discussions about the role of customer satisfaction and how each employee contributes to this aim can cultivate a shared responsibility.

Incorporating regular customer feedback into the operational workflow ensures the organisation keeps pace with customer expectations, fostering a culture of continual improvement.

Moreover, targeted training initiatives aimed at boosting customer service capabilities and understanding can further solidify this cultural shift.

Aligning every aspect of the organisation with customer-centric objectives is a strategic endeavour that reshapes the cultural landscape towards one that is acutely responsive to customer needs.

Next (coming tomorrow) – Part 3: Realising and Maintaining the Change

What’s your view? Please DO comment below.

Barry Eustance CMgr MCMI
Kotter Change Leader Certified
Principal Consultant – The Sixsess Consultancy
Empowering Clients to Seize Opportunity from Change

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