Customer-First Conversations

The “Customer-First” Org Model – Part II

[fa icon="calendar'] Mon, Nov 28, 2011 / by Fennec Team posted in Brand, Customer-first, Fennec Consulting, David Dallaire, HR

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This is Part II of a three-part discussion about organizing your business around a “Customer-First” mentality. You can’t train “attitude” when you hire, but you can set up your business so it is structured in a way that makes it easier to attract and retain people with the attitude you need to serve and keep your customers.

As promised from Part I last week, this week we are going to be a bit more visual. Last week we quoted a study from Bain & Co (“Closing the Delivery Gap“) that called out just how few customers agree with the CEO’s perception of the customer experience they are providing. We then laid out the four core elements of the “Customer-First” Org as:

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