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...
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