An interesting report looking at the customer centricity and recommendations for approach within the water industry: link
Summary
The water sector has been facing a trust deficit with its customers. To address this, the sector needs to build a customer-centric culture and measure its effectiveness. A report suggests that transparency is key to building trust, and the sector should publish customer-centric culture measurement data frequently and avoid spin. The report also recommends that the sector should agree on a common aim, share best practices, and determine the best way to present and visualize data.
Key Points
- The water sector needs to build a customer-centric culture to address the trust deficit with its customers.
- Transparency is key to building trust, and the sector should publish customer-centric culture measurement data frequently and avoid spin.
- The publication should not be limited to just a set of numbers, but also include what was heard, learned, and done to build trust.
- The sector should use a tone that reflects the character of the region and the customers to make it personal.
- The internal and external comms strategy should be joined up to ensure employees are informed and aware of the customer performance and committed improvement actions.
- The sector should find a point of consensus and nurture it to start building trust.
- The sector should agree on a common aim and intent for this activity and capture it in the form of a Project Charter.
- Sharing best practices is essential as many water companies have already made this journey.
- The sector should determine the best way to present and visualize data and clarify the outcomes that are trying to be achieved by the transparency tool and approach.
- The report recommends six common traits that the sector can learn from others to build customer trust.
- The report also highlights the importance of measuring customer-centric cultures and suggests ways to measure it effectively.
- The report concludes that building customer trust is critical for the water sector, and it needs to take proactive steps to address the trust deficit.
Key Statistics
- None mentioned in the text.
Key Take Aways
- Building customer trust is critical for the water sector, and it needs to take proactive steps to address the trust deficit.
- Transparency is key to building trust, and the sector should publish customer-centric culture measurement data frequently and avoid spin.
- The publication should not be limited to just a set of numbers, but also include what was heard, learned, and done to build trust.
- The sector should use a tone that reflects the character of the region and the customers to make it personal.
- The internal and external comms strategy should be joined up to ensure employees are informed and
aware of the customer performance and committed improvement actions.
- The sector should find a point of consensus and nurture it to start building trust.
- Sharing best practices is essential as many water companies have already made this journey.
- The sector should determine the best way to present and visualize data and clarify the outcomes that are trying to be achieved by the transparency tool and approach.
- The report recommends six common traits that the sector can learn from others to build customer trust.
- The sector should agree on a common aim and intent for this activity and capture it in the form of a Project Charter.
- Measuring customer-centric cultures is essential, and the report suggests ways to measure it effectively.
- The sector needs to take a long-term view and invest in building customer trust.
- The sector should involve customers in the process of building trust and seek their feedback.
- The sector should use the report’s recommendations as a starting point and tailor them to their specific context.
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