With culture firmly back on the agenda for business leaders I thought I'd share our 10 steps for driving customer-centric culture change.
You can sum it up with 10 key 'C's':
1. Lead the CHANGE
2. CLARITY of purpose
3. CONTEXT for change
4. CONFIDENCE to be the difference
5. COMPETENCE to create value
6. COMMUNICATE to engage
7. COACH for performance
8. COMMIT and sustain
9. COLLABORATE to unite
10. CONTINUOUSLY improve
For more commentary, here's the full article "How to build a customer-centric culture
Contact me if you'd like your organisation to be less ordinary!