This is an excellent paper.  As customers, we all know what good service, and exceptional service, feels like.  But too often, when we get into our own organisation, customer-centricity is eclipsed by business-centricity. This paper aims to set the balance straight, with a simple but insightful process for putting the customer at the heart of operations. The key is empowering employees to do the right thing by making the principles explicit, so actions become automatic but don’t lose their humanity. Applicable across a wide range of sectors.

An excellent report, which demonstrates that happy employees make happy customers.  A first rate report.

The white paper is well done and has all the elements for an organisation to define a culture they desire and to work towards it. Your work is clearly needed if organisations are going to survive and especially if they want to thrive. As they say, “culture is not part of the game, it is the game”.

An exceptional report. The authors not only understand true customer excellence, but also have the proven methodology and real life experience to navigate organisations to enduring success.

It is great to see a white paper that connects the system dots and follows through with actions.  There is even talk of metrics around intangible and tangible deliverables that are so often missing when we talk about culture.  These are especially important when responsible businesses implement intelligent automated systems.  By nurturing intangible assets and culture by design business will see the value of people bringing their best selves to work and the positive impact this has on the customer/worker experience and ultimately the triple bottom line.

The world is full of meaningless pronouncements about being “customer led”, “customer centric” etc, popularised by notices in offices and openly mocked by employees who don’t believe what they know to be lies. This brilliant white paper sets out a very clear process for embedding the appropriate culture in organisations [and] a checklist for implementation, which I for one will be using in future with my work with both multinationals and SMEs.