Helping you nurture & grow

Much can be learned from the success stories ofcompanies and organisations that 'get it right,each & every time'...

great Customer Experiences

Face the challenge:

How to get the best from the increasinggap between your resources and theneeds/wants of your customers...

Create a greater focus on 'customer outcomes' andless focus on the process or vehicle used to deliverservices

Place the 'customer at the heart of service delivery' –integrating and redesigning services & supportfunctions around customers

Shape service delivery to meet the 'wants/needs ofeach customer group', including around stages andages of life (e.g. youth/adolescent, middle age, retiredcustomers etc)

Where markets are mature and deliver the resultssought - identify 'new ways of working' to evenbetter support customer 'aspirations'

Apply a single approach to 'getting the Customer intothe DNA of the organisation' by deliveringtransformational change through better and moreco-ordinated project and programme management

All business-change or organisation transformationshould be driven by understanding the 'customeroutcomes' sought

Drive changes in organisation culture by ensuring'Outcome-led plans' drive engagement

Being, and remaining, focused on the customer duringplanning is critical if you are to become an 'Outcome-focus, customer-driven' organisation

Get staff thinking beyond the boundaries/silos of theirown 'service' area and keep the customer 'front &centre' in their thinking to deliver positive results for all

It's often said but seldom practiced - ensure allcommunications are clear, transparent and consitentabout aims, objectives and the priorties that will makethe difference and achieving impact for customers, foryour organisation and for the team

Develop a deep awareness of the operatingenvironment, the choices customers have, the newmarket entrants, the disrupters

Proactively lead and drive change and always questionthe status-quo

Implement long-term strategy to deliver sustainedchange and develop a healthy risk appetite - with aconsidered and proportionate approach to risk taking

Constantly innovate and experiment to uncover whatworks to solve problems strategically, operationally andtactically

Incorporate 'planned change' by being and valuingflexibility and adaptability

And above all else, be better equipped to adapt andchange to the rapidly evolving market you operatewithin... whilst keeping CUSTOMERS front & centre andfully embedded within the DNA of your organisation

It is the 'Outcome for Customers' that matters...

If you would like to discuss any aspect of this'thought piece' or you would like to explore

how my experience may be of interest to youor your organisation please contact me

T: +44 7782 324500

E: simon.m.rodaway@me.com

LinkedIn: www.linkedin.com/in/simonrodaway