Customer-centricity is the core focus on Liberty’s journey towards strategy 2020 and beyond. In order to thrive as an organisation, we needed to enable their customers to thrive. After all, they are walking the path to Financial Freedom together. It was crucial that all employees had a solid understanding of their customers’ needs, and to ensure that they always found ways of meeting these needs.
We needed to equip them with the tools to be able to ask the right questions, and be on the same page when it comes to finding the right solutions. Firstly, we need to define who their customers really were and how they viewed us as an organisation? It was about engaging with them and making their lives easier. It was about keeping up with their needs, continuously improving, meeting their expectations, evolving and adapting in an ever-changing world.
In the guide and several tools created, we introduced the ‘hows’ of bringing our fundamentals of customer-centricity to life, as well as the various customer fairness principles they needed to deliver on their promises. From communications to problem solving, this handbook equipped them with the tools that they needed to achieve their goals. Making their customers the center of their focus.