[INSIGHTS]: CCW Guide to Customer Centric Culture

An interesting report looking at the customer centricity and recommendations for approach within the water industry: link

Summary

The water sector has been facing a trust deficit with its customers. To address this, the sector needs to build a customer-centric culture and measure its effectiveness. A report suggests that transparency is key to building trust, and the sector should publish customer-centric culture measurement data frequently and avoid spin. The report also recommends that the sector should agree on a common aim, share best practices, and determine the best way to present and visualize data.

Key Points

  • The water sector needs to build a customer-centric culture to address the trust deficit with its customers.
  • Transparency is key to building trust, and the sector should publish customer-centric culture measurement data frequently and avoid spin.
  • The publication should not be limited to just a set of numbers, but also include what was heard, learned, and done to build trust.
  • The sector should use a tone that reflects the character of the region and the customers to make it personal.
  • The internal and external comms strategy should be joined up to ensure employees are informed and aware of the customer performance and committed improvement actions.
  • The sector should find a point of consensus and nurture it to start building trust.
  • The sector should agree on a common aim and intent for this activity and capture it in the form of a Project Charter.
  • Sharing best practices is essential as many water companies have already made this journey.
  • The sector should determine the best way to present and visualize data and clarify the outcomes that are trying to be achieved by the transparency tool and approach.
  • The report recommends six common traits that the sector can learn from others to build customer trust.
  • The report also highlights the importance of measuring customer-centric cultures and suggests ways to measure it effectively.
  • The report concludes that building customer trust is critical for the water sector, and it needs to take proactive steps to address the trust deficit.
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Key Statistics

  • None mentioned in the text.

Key Take Aways

  • Building customer trust is critical for the water sector, and it needs to take proactive steps to address the trust deficit.
  • Transparency is key to building trust, and the sector should publish customer-centric culture measurement data frequently and avoid spin.
  • The publication should not be limited to just a set of numbers, but also include what was heard, learned, and done to build trust.
  • The sector should use a tone that reflects the character of the region and the customers to make it personal.
  • The internal and external comms strategy should be joined up to ensure employees are informed and

aware of the customer performance and committed improvement actions.

  • The sector should find a point of consensus and nurture it to start building trust.
  • Sharing best practices is essential as many water companies have already made this journey.
  • The sector should determine the best way to present and visualize data and clarify the outcomes that are trying to be achieved by the transparency tool and approach.
  • The report recommends six common traits that the sector can learn from others to build customer trust.
  • The sector should agree on a common aim and intent for this activity and capture it in the form of a Project Charter.
  • Measuring customer-centric cultures is essential, and the report suggests ways to measure it effectively.
  • The sector needs to take a long-term view and invest in building customer trust.
  • The sector should involve customers in the process of building trust and seek their feedback.
  • The sector should use the report’s recommendations as a starting point and tailor them to their specific context.
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