Background

Customer expectations and behaviours have changed dramatically over the past decade. Organisations are expected to meet customers' needs and expectations at every interaction, in return for customer loyalty. The ability to deliver this depends on the extent to which 'customer-centricity' is embedded within every single person in your business.

Key findings

To many organisations focus on trying to deliver 'world class' service – rather than giving customers what they actually want. There is a disconnect between strategy and vision, and the operational staff and the behaviours that are required to really deliver the customer experience. In our experience, this is usually caused by siloed business units, misaligned reward and recognition packages, and a lack of executive buy-in. With the start date for the London 2012 Olympic Games fast approaching there is no time like the present to reflect on the opportunity this Olympic Games will provide. It is an example to all of us on how to put the customer at the centre of our everyday activities.

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