Enablers to the effectiveness of agility

The following factors related to customers are key enablers that can enhance the effectiveness of enterprise agility.

The "customer-first" culture

As discussed earlier, many enterprises have an explicitly stated policy of "customer first," that is, customer satisfaction being the highest priority. However, often these best intentions largely remain only on paper. Creating a customer-first culture is an imperative for the business to have the agility to retain its customers.

A necessary, but not sufficient, condition, which directly has an impact on customer satisfaction, is happy employees, that is, employees who derive their satisfaction and fulfillment through making customers happy. Southwest Airlines is ...

Get Enterprise Agility now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.