Keeping and growing customers is key to business growth. Wayne Robinson, editor of Print21, talks with Sean Crichton-Browne, head of global partnerships and customer engagement at MarketCulture, about the importance of customer engagement across the entire business.

The discussion starts with the importance of developing a customer-focused culture across the whole of a business, and describing a customer-centric culture. Sean notes that a committed customer focus improves the ability to respond to disruption, along with driving innovation, profitability and sales revenue growth.

Sean outlines the eight disciplines for aligning your print business with the customer, including how to measure them, and says that the transformation to a customer-focused culture can start with a focus on just one or two of these disciplines. He stresses the importance of empowering employees to engage with customers, and says that customers who know you are aligned with their goals are more likely to remain with a business.

We wrap the episode with a discussion on key priorities for customer retention, the need for continual improvement, and the reality that highly customer-centric organisations succeed over others. Sean also invites listeners to join a study he is undertaking on assessing the customer focused strengths and weaknesses of 300 businesses.

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The Print Files Podcast is produced by Southern Skies Media on behalf of Print21, owned and published by Yaffa Media.

The views of the people featured on this podcast do not necessarily represent the views of Print21, Yaffa Media, or the guest’s employer. The contents are copyright by Yaffa Media.

If you wish to use any of this podcast’s audio, please contact Print21 via their website www.print21.com.au or send an email to [email protected]

Host: Wayne Robinson

Coordinator: Grant McHerron

Producer: Steve Visscher

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