COS

NEWS

Evoking an organization’s Customer Culture means considering the mindset of its employees.

How can we ensure that everyone in the company, whether in customer relations or support functions, prioritizes and consistently “thinks customer”?

Indeed, employees’ daily behaviors stem from their attitudes, beliefs, and values, which may or may not be customer-oriented. Some naturally focus on the customer, thinking, living, and understanding their expressed or unexpressed expectations. Others have different concerns (profitability, efficiency, sales) and place customer satisfaction lower on their priority list.

The challenge then becomes: how to evolve their mindset and how management can support this transformation process?

Here are some key points:

1. Management must lead the way: Set the direction, be present, and genuinely drive this transformation.
2. Simply adjusting processes is not enough: This only corrects issues without addressing individual customer orientation.
3. It involves everyone: Both front-office and back-office functions.

COS SYSTEM’s methodologies and tools were developed by researchers following a straightforward approach:

1. Organizational Diagnosis: We provide a snapshot of your organization based on employee surveys. This is the starting point: you truly discover your current state by comparing yourself to over 180 audited companies through our benchmark.
2. Individual Mindset: Allow each employee to understand their personal customer orientation using 7 key indicators.
3. Initiate transformation: Train your employees with our 5-week online coaching program. You can even validate your ROI at the end of the program for each participating group by observing their progress.

After these three key steps, you will have made significant progress, and all projects and decisions will be customer-driven because each employee will have shifted their mindset!