Så skapas en kundorienterad kultur – och här är fallgroparna

kontaktcenter Kundfokus är en fråga som bör ägas av alla medarbetare. Det menar cx-experterna Linda Öhling och Camilla Lif, som också vet hur man skapar en gemensam kundstrategi. Ledtråd: det handlar om ledningsgruppen, och det handlar om samverkan.

Så skapas en kundorienterad kultur – och här är fallgroparna
Linda Öhling (t.v.) och Camilla Lif.

De flesta verksamhetsutvecklare vet betydelsen av kundfokus, om verksamheten överhuvudtaget ska behålla ett existensberättigande. Ändå är det oroväckande många företag och organisationer som idag verkar glömma bort vem och vilka de finns till för. En förklaring, enligt Linda Öhling och Camilla Lif, är att det ofta saknas en holistisk syn på kundupplevelsen.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

– Kundstrategi är både ett konkret dokument som skapas för en verksamhet, men också en process som skapas av en verksamhet. Därför är kulturen avgörande i det här sammanhanget, säger Linda Öhling.

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