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.
Listen to the full discussion here