The Problem
It’s easy for businesses to talk about putting the customer first, and it’s even more comforting to think that everyone in the organization puts the customer first in their day-to-day work. The attitude has always been that happier customers lead to better business outcomes and, in turn, happier employees. It sounds like the right thing to do, but being the customer first or C1 isn’t that easy to achieve.
C1 thinking is tied closely to the customer, their experiences, emotions, and purposes. This organization needed to move to a model that champions what the customer does with their products, the experiences they have along the customer journey, and how they feel that drive the employees of a C1 organization. This recertification training was developed to reaffirm the company’s desire to enact a C1 model. A reminder of this model was needed.