By understanding and addressing the ‘customer experience’, a business that is sensing and responding can offer world-class customer service in a very short space of time.
The key to corporate success going forward is to create a Customer Value Enterprise® focused on customers.
Yet while many organisations recognise this fact, very few are able to move fast enough because of their ingrained systems and processes.
In a Customer Value Enterprise®, the hierarchy is essentially turned upside-down. The role of the manager is changed from authority to support. The manager’s central responsibility is to provide the necessary knowledge and tools to empower frontline staff to handle the needs of the customer and assume responsibility for the end-to-end service.
Frontline staff embrace this innovative culture. As they are the true experts, they assume the responsibilities of designing their own job roles, articulating the needs of the customer, and identifying the knowledge and tools necessary to achieve customer success.
This strategy uses human intelligence and relationship-building skills as the starting point for organisational transformation. As relationships shift between staff, managers and customers, and as staff embrace new responsibilities, old assumptions and mindsets will inevitably be challenged – and to good effect.
A Customer Value Enterprise® offers a new paradigm: an approach that breaks with the past to create breakthrough services.