Building a thriving culture from the outside in

<p>When companies put the customer at the heart of their business and empower employees to improve the customer experience, they form stronger relationships with satisfied customers.</p><p><br>Marcus Swalwell and Tom Wedge worked together at a large optometry firm, owned by Novartis. They transformed the company by putting customers at the heart of the business, using a variety of methods from forming a virtual board of directors made up of customers, to encouraging employees to work in customers’ shops so they could see the business from their perspective.</p><p><br>By implementing these practices, they improved their customer relationships and become the supplier that customers most wanted to do business with.</p><p><br><strong>Takeaways from Pia and Dan</strong></p><ul> <li>Customer focus can galvanise an organisation from the outside in.</li> <li>Involving everyone in crafting the vision can lead to a real sense of ownership and accountability.</li> <li>Metrics can drive employees to achieve customer-centric goals.</li> <li>A culture of positivity and customer centricity can improve climate.</li> <li>Personal development can help create a common language and mindset without requiring excessive funding.</li> <li>Employees are often let down by the conditions behind them, rather than their own competence.</li> </ul><p><strong>Links</strong></p><ul> <li><a href="https://www.linkedin.com/in/marcus-swalwell-481484220/">Connect with Marcus on LinkedIn</a></li> <li><a href="https://www.linkedin.com/in/tom-wedge-9497a78/?originalSubdomain=uk">Connect with Tom on LinkedIn</a></li> <li> <a href="https://uk.bookshop.org/p/books/six-thinking-hats-the-multi-million-bestselling-guide-to-running-better-meetings-and-making-faster-decisions-edward-de-bono/775607?ean=9780241257531">Six Thinking Hats: The guide to running better meetings and making faster decisions</a>, by Edward de Bono</li> <li><a href="https://podinbox.com/wenotme">Leave us a voice message</a></li> </ul>