When companies put the customer at the heart of their business and empower employees to improve the customer experience, they form stronger relationships with satisfied customers.

Marcus Swalwell and Tom Wedge worked together at a large optometry firm, owned by Novartis. They transformed the company by putting customers at the heart of the business, using a variety of methods from forming a virtual board of directors made up of customers, to encouraging employees to work in customers’ shops so they could see the business from their perspective.

By implementing these practices, they improved their customer relationships and become the supplier that customers most wanted to do business with.

Takeaways from Pia and Dan

• Customer focus can galvanise an organisation from the outside in.
• Involving everyone in crafting the vision can lead to a real sense of ownership and accountability.
• Metrics can drive employees to achieve customer-centric goals.
• A culture of positivity and customer centricity can improve climate.
• Personal development can help create a common language and mindset without requiring excessive funding.
• Employees are often let down by the conditions behind them, rather than their own competence.

Links

• Connect with Marcus on LinkedIn
• Connect with Tom on LinkedIn
• Six Thinking Hats: The guide to running better meetings and making faster decisions, by Edward de Bono
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