De flesta verksamhetsutvecklare vet betydelsen av kundfokus, om verksamheten överhuvudtaget ska behålla ett existensberättigande. Ändå är det oroväckande många företag och organisationer som idag verkar glömma bort vem och vilka de finns till för. En förklaring, enligt Linda Öhling och Camilla Lif, är att det ofta saknas en holistisk syn på kundupplevelsen.
Så skapas en kundorienterad kultur – och här är fallgroparna
Kundfokus
Kundfokus är en fråga som bör ägas av alla medarbetare. Det menar cx-experterna Linda Öhling och Camilla Lif, som också vet hur man skapar en gemensam kundstrategi. Ledtråd: det handlar om ledningsgruppen, och det handlar om samverkan.

Linda Öhling och Camilla Lif. Bild: Privat
Någonting är fel
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– Kundstrategi är både ett konkret dokument som skapas för en verksamhet, men också en process som skapas av en verksamhet. Därför är kulturen avgörande i det här sammanhanget, säger Linda Öhling.
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


