Posted: 4th May 2011

The CEO Must Lead the Change

It is fundamental that CEO’s ensure that customer insight is no longer purely the preserve of Marketing and that the information is available across the business and becomes embedded in the businesses processes ensuring feedback will drive true operational change within the business.

Culturally, commitment from the top to change the business and make the customer central to all business decisions is essential to all Voice of Customer programmes.  The above diagram highlights the role of the CEO in leading the change to a customer centric culture.

The use of customer insight enables senior management to shape future business strategy with the customer always in mind. There is a high correlation of organisations whose CEO’s lead the VOC initiative and its strategic impact.

Leave a Reply

Your email address will not be published. Required fields are marked *

Want to see more?

Request a custom demo with us and see how Syngro Eye gets you the customer insight you need, when and how you need it.

Preferred Demo date
Demo Time

By submitting your personal data, you agree to receive email and phone communication from Maru/Syngro. You can opt-out of receiving further communications at any time. For further information please see our Privacy Policy

+44 (0)131 564 1571

Maru/Syngro Limited
2 Deer Park Avenue
Fairways Business Park
Livingston
West Lothian
EH54 8AF

JOIN US ON SOCIAL