Having a business strategy that centres around the customer is great, but only when the whole organisation believes and lives this ethos does it truly drive customer engagement.
World-class businesses have a mind-set of providing great experiences for their customers. This mind-set permeates the entire organisation from their front-line operations to the back-office processes and throughout their propositions and services.
They embed their customer-focused vision and strategy into their business culture so that it influences everything they do to best engage with their customers. These businesses recruit and retain the right people that best fit with their vision and values to build high-performing teams that are empowered to do what’s right for the customer. Ultimately, every business decision and customer action is framed in the context of how it aligns with the vision and delivers the strategy.
In essence, their ethos is their competitive edge in the marketplace and maximises the opportunity to engage their customers.