Everyone in an agile organization agrees that the customer comes first. But how exactly do you put that into practice? Especially at a time when customers have increasingly higher expectations and demands. And easily switch providers if they are not downright enthusiastic about the company. Discover how you, as an agile leader, can help your people think from the customer’s point of view and balance the customer focus against business and supervisory interests.
In this customer era, customer satisfaction is essential for your organization. Because as soon as the satisfaction score is lower than 4 out of 5, a customer is 80 percent less loyal. And customer satisfaction no longer depends on technical specifications, but on perception: customers want to feel connected to an organization.
As an agile leader, you therefore want to create a culture of extreme customer focus. Making sure that customer focus really has priority over other interests. And that the customer aspect is reflected in all facets of business operations, for example in reporting, meeting agendas and various decisions. Be inspired by practical examples and get tools you can apply in your organization.