LCAG Re-Imagine
How to make Customer Centricity a central pillar in our way of working?
The quote 'The customer is always right!' was coined by US business magnate Harry Gordon Selfridge in 1909 which some understand as an early interpretation of the concept of customer centricity. But to holistically embed customer centricity into an organization's cultural DNA and operations requires rigour and a clear action plan. With this goal in mind, members of the Lufthansa Cargo leadership team approached us to support them on their transformation journey to boost customer centricity and innovation in 2022.
In a virtual setting, we initially assessed their overall future ambitions as a benchmark and vision to measure success against. Then, we leveraged the value-centric operating model concept, drilled into its six distinct dimensions (i.e. People, Core Abilities, Leadership, Power, Processes, Direction) and designed cultural rituals to boost the voice of the customer in how the business is operating. Lastly, we co-developed a roadmap how to integrate customer centricity in the long run among employees conceiving specific 'moments that matter'.
In a virtual setting, we initially assessed their overall future ambitions as a benchmark and vision to measure success against. Then, we leveraged the value-centric operating model concept, drilled into its six distinct dimensions (i.e. People, Core Abilities, Leadership, Power, Processes, Direction) and designed cultural rituals to boost the voice of the customer in how the business is operating. Lastly, we co-developed a roadmap how to integrate customer centricity in the long run among employees conceiving specific 'moments that matter'.
- Formulated concrete ambitions related to customer centricity and innovation
- Created easy-to-apply cultural ritutals across the entire operating model, e.g. empty customer chair in every meeting
- Designed specific 'moments that matter' to boost adoption among employees