One of the things about a customer focussed organisation is that they are constantly evaluating their performance. They look for improvements, they look for modifications, they look to ensure that every customer is treated as well as every other one. They delight in calling out issues and changing practices. The converse, is the organisation that is resistant to change, that had ingrained systems that are more important than the customer and has practices that suit organisational ease rather than customer delight.
Over the last week I managed to watch a little bit of both in operation, a small but fascinating insight in to the organisation that learns and adapts, and the organisation that reacts and closes ranks. Unfortunately, in order to do so, I had to undergo a period of somewhat arduous fieldwork beside the Indian ocean. Now I know what you’re thinking, but every now and then you need…
View original post 877 more words