Building on our recent blog on ‘Designing a customer-centric culture that empowers’. It is worth exploring a checklist for implementing a customer-centric culture. Culture is all around us, influencing our ideas, customs and social behaviour, and culture exists within an organisation whether we are conscious of it or not. Despite its importance, managers rarely address the elements of organisational culture, or reflect on how culture can be designed to enable a system that creates superior...

Culture is all around us, influencing our ideas, customs and social behaviour, and culture exists within an organisation whether we are conscious of it or not. Despite its importance, managers rarely address the elements of organisational culture, or reflect on how culture can be designed to enable a system that creates superior value for their customers.