This is a guest post.
Many businesses aspire to create a customer focused culture, but struggle to do so. Your true organisational culture can be hard to define, let alone actively cultivate. Despite what your mission and vision statements say, despite lofty-sounding posters on the walls, your true culture is “the way things are done around here” and may or may not be customer focused. Your actual culture consists of the sum total of the norms of behaviours that are created and reinforced by leadership behaviours and by your processes and programmes.
How can you make sure that the actual culture experienced by your customers and other stakeholders reflects and supports your organisational strategy? Your organisation’s talent management programmes can be powerful tools for building a customer focused culture. Here are some steps you can take to leverage them:
Define what “customer focus” means in your organisation
Identify the customer focused competencies
Identify learning activities to build key competencies
Assess demonstration of customer focus competencies
Set customer focused organisational goals
Cascade organisational goals to the individual level
By analysing what customer focus means to your customers and building it into your talent management programmes through competency models, goal setting and performance management, you can create powerful building blocks to realise a strong customer focus culture.
As a senior product analyst at Halogen Software, Sean Conrad is passionate about keeping a focus on customer needs and satisfaction. He writes regularly about how you can leverage your talent management programmes to support customer satisfaction, employee engagement and organisational alignment in the Halogen Exploring Talent Management blog (www.halogensoftware.com/blog/).
Thanks to the past tends to disappear for the image.