Colin Smith (Senior CX Consultant) was asked to speak at the Avant Mutual leadership conference. Colin formed part of an interactive panel of experts from Rounded Consulting, AAMI, St George Bank and RAMS who have all successfully transformed their businesses using customer principles.
Colin and the panel discussed the importance of customer charters and the evolution seen in the industry development of charters - from buzz words on a page, through to a promise of consistent quality to customers, and to an tool that gives teams the freedom to deliver great service within the principles set out by the organisation.
We saw a number of different approaches and perspectives in the room, with common agreement that if your customer charter is a poster on the wall, then you've failed.
If you’d like to join the discussion then please do get in touch, we clearly like a good chat!