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Viewing entries tagged with 'customer value'

The Human Side Week 11: Building Intimate Customer Relations

Posted by Graham Kirkwood on 11 May 2015 | 0 Comments

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One organisation we recently worked with had a very unique strategy: To build intimate customer relations by developing more cohesion, participation and co-operation among the people doing things.   As a result, they used their workplace design as a catalyst for change in two key respects: firstly they inverted the structure putting people closest to the customer at the top. Secondly, customer/member information was treated as the most valuable and treasured resource available that bound the various activities throughout the organisation.  The workplace design makes these aspirations explicit through five design innovations.

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Week 11:

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