Lead With Your Customer, 2nd Edition:Transform Culture and Brand into World-Class Excellence

CHAPTER 13

Creating a Great Place to Do Business

The external customer environment is usually a physical setting, like a store or an office building—a place, in the context of the World Class Excellence Model. It also includes the grounds around that building—the parking lot, the directional signage, and so forth. Though the obvious external customer environment is physical, some are virtual locations. Waiting on the phone for an operator to transfer your call is an example of a virtual setting. Finding out the hours of operation on a website is another example of a virtual workplace. The working environment can be dedicated to the external customers, ...