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I'm really keen on corporate culture exploration. So much so that I've put online Culture Digs (www.culturedigs.com), to help companies through their employees explore their cultures. This article outlines culture as a critical part of customer service success. Says the author, Philip Harmer, "Only through the compilation of candid, real time customer data, yielded through a two stage prescribed process can companies gain the information capable of changing their corporate culture and deliver sustainable growth in a customer centric economy." Amen!

This opinion piece suggests that while businesses are competitive on product/solution, we're not seeing a whole lot of competitive drive for exceptional/better customer service. I was startled by the numbers - while 9 in 10 said customer centricity was critical to business success, only 14% said they felt their business was "highly customer-centric". Disconnect? Yes. So get cracking, and think of customer experience as a competitive advantage.

This article prudently suggests attention to 3 elements for customer loyalty conditions to occur; mastering the essentials, going just beyond the obvious, and monitoring the performance. It takes effort and intent.