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INSIGHT

5 things to do to create a culture of value-based delivery of service

5 things to do to create a culture of value-based delivery of service

Understanding the perception of customers allows the adoption of an outside-in perspective that can be a compass to successfully achieving important strategic objectives. This requires the understanding of customers’ perceptions not only by one part of the organization, but by the entire chain of value adding sections. Customer loyalty and employee satisfaction can be one of the immediate results and the same results will reinforce themselves for more customer loyalty and more employee satisfaction. Having an outside-in perspective embedded in every level of the organization enables an objective value-driven judgement of performance and unprecedented offerings. But what are the required steps for creating a culture that will bring these results?


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