Building a customer-centric culture is key!
When we prioritize rigid processes over our team's ability to genuinely care for our clients, we:
❌ Hamper the whole culture of our organisation
❌ Risk losing the personal touch that sets us apart
❌ Team members become disempowered, leading to demotivation and a loss of customer satisfaction
🤔 Process should be used a guide not a tool to control. People are smarter than process!
We must ensure our processes:
✔️ Enhance, not hinder, the customer journey
✔️ Guide where necessary
✔️ Don't kill our team's autonomy
✔️ Preserve the ability to tailor experiences for our customers
A customer-centric approach thrives on empowered individuals and personalized interactions. By building processes that support our team's natural care, we can preserve the uniqueness that customers appreciate.