1. Helps people understand what customer centricity really is
  2. Creates a unified and agreed focus on the customer
  3. Enables customer focus to be measured and benchmarked, targets to be set and progress to be tracked
  4. Acts as a communication tool to all staff;

    •  “We are serious about customer focus”
    •  “We want your feedback, inputs and buy-in”
    •  “You will benefit personally by helping to create a culture (behaviours and activities) that are aligned with customers”
    •  “We are all accountable for delivering value for customers”