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8 November 2018

Is your organisation 'customer-centric' yet? A simple test to find out

We hear a lot of organisations - both public and private sector - talking about how they're changing to become more customer-centric. Many millions of dollars have undoubtedly been spent over recent years on business transformation, cultural change and strategic leadership initiatives that keep internal staff busy and management consulting firms afloat.

Customer experience is repeatedly listed as one of (if not the) top management priority for senior executives. Private sector businesses focus on it, whilst governments have legislated and regulated to demand public sector agencies raise their game to match the expectations set by the private sector.

So has your organisation hit the mark or not?  How can you tell?