Organisational culture starts at with the CEO

Right from the top

Anyone who works in customer experience will tell you that, without the Chief Executive’s understanding and endorsement of how vital CX is, any programme will be a lot harder to get off the ground. That’s assuming it ever flaps its way off the runway in the first place.

We’re working on a customer experience programme with London’s newly merged Peabody housing association. Peabody looks after 111,000 residents and 8,000 care home services customers. That’s 1 in every 100 London residents.

Yesterday was our first customer experience session with the people who work on the front lines. The people who man the phones, sort out the complaints, pay the bills and send the service charge statements.

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