Changing A Culture – Run Through The Finish Line

By Greg Reed, Board Director & Former CEO - HomeServe UK
 
A few years ago I spoke at an event on restoring Customer trust. I’ve learned in my career that to really restore Customer trust you have to first create a Customer focused culture. There is a big difference between saying you are Customer focused and having a Customer focused culture.  One is a marketing campaign and the other goes to the core of who you are as a business.
The first speaker was from a well known FTSE 100 bank. They seemed to be doing lots of nice things. I wish I had the funding to launch CSR type programmes on the scale that they have but to be honest if I did, I wouldn’t have done it their way. That's not to say what they were doing was bad and I'm sure it all fit together for them but to me, it felt a bit random; it seemed like a collection of nice things they do which no one would say they shouldn’t do and that their staff probably enjoy.
I think though when you really want to be Customer focused ...