Chapter 5
How to plan the delivery of an improved customer experience
What is the sequence of events that needs to take place to begin to drive customer change? How is this sustained over an extended period to effect real change to the culture of the company? This chapter focuses in on 100 tiny changes as my mantra for customer change – it will talk about how large-scale customer activities struggle to get traction in established organisations, and explore some simple ideas to ensure that change is monitored, measured and celebrated. It will discuss the role of the leadership and middle management in the delivery of sustained change in the wider context of the company, and discuss creating confidence to act.
When you set off to build your customer ...
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