Start by identifying how you work in the groups that have satisfied and loyal customers. Compare this to the groups that have less satisfied customers. That is step one.
Then compare the working climate in these groups.
When everyone works the way they work where customers are satisfied, you have arrived. That is when you have a customer focused culture.
It is that simple.
At Frösunda, the care company, we identified that professional training drives customer satisfaction. Stress caps the amount of customer satisfaction that is possible with some other customer. The prescription is never the same in two different companies, but customers are seldom surprised. The reaction is rather a “yes, that figures” rather than a “really?” or even “wow!”
The more we learn about our customers, the less surprised we are ourselves when we see the results. The business logic varies, and the findings of the Service Profit Chain analysis vary along with it.