Page 42 - Delivering Authentic Customer Experiences

Principle 2 Delivering Authentic Customer Experiences

to address the issues raised and to make the necessary changes
to improve relationships. There was slow but steady progress as
staff witnessed the board delivering on their promises. The
culture changed and the team started to feel supported,
respected and empowered. They began to take responsibility for
operational issues and customer interactions, and with new
confidence, presented solutions to a more receptive board of
directors.

Taking authentic action
What will you…
a. Start…
b. Continue…
c. Stop…
to ensure you and your team put people first?

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