Professional Documents
Culture Documents
CUSTOMER CULTURE
The LynxEye Brand and Business Seminar held on February 12th centered around the topic of
how to create a sustainable customer culture. Guest speakers from Aftonbladet, Telia and Clas
Ohlson shared their experiences, learnings and what they have done to establish customer
centricity as a natural part of day-to-day operations.
Thomas said that the first thing that must be in place to succeed with this change is a committed and deeply customer
focused leadership. By really getting to know the customers,
key decision makers will be better suited to make decisions
that really fulfill customer needs. In order to accomplish this
Telia designed a program named Go and see that allows
management to meet customers in different touch points.
Thomas says Its important to constantly keep engagement
levels high. I believe you have to actually visit the store,
listen in on real customer service calls and put yourself in
these situations where you experience what your customers
experience. Management must do this in order to really feel
for the customer and get a deeper understanding of customer needs and frustrations; this is probably the silver bullet