Thoughts and inspiration

In the many years I have been working with large organisations to shift the mindset around customer centricity, I have seen a division occur. It seems we’ve decided that customers are different from employees in terms of their values. Sure, customers are different from employees from their activities, problems they are trying to solve and motivations, though their values are not that different. Especially, the deeper held values that often inform how people like to be treated and interacted with.

Here are two important reasons why you should have the same values informing your corporate culture and your customer experience:

Authenticity can’t be faked and needs practice

A key ingredient to positive interactions with people, inside (employees) or outside (customers) your organisation, is authenticity. Authenticity doesn’t always come naturally to us in a business context. In fact, it doesn’t come naturally in our social context either sometimes, so we...