Values are the bedrock of a successful and sustainable customer experience culture transformation.
Values are your set of esteemed beliefs as an organisation.
Whatever interventions and projects you will institute to improve or transform customer experience and service must be traceable to the set of beliefs espoused by your organisation.
We start by establishing a set of esteemed beliefs then we flow into the actions that we take in order to see the beliefs materialize into tangible change in the organisation.
There are principles that the organisational leadership must have a firm conviction about if there will be any meaningful impact related to them in the organisation.
If actions do not spring from a set of strongly held beliefs or principles, then the actions cannot be sustainable. They will lack the impetus and drive for continuity because they are not based on any real conviction in the minds and hearts of leaders.
Why? This is because leaders are the drivers of change. When leaders stop pushing, things stop moving. Leaders do not push (sustainably) anything that is not etched in their hearts and minds as vital.