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1.4 Innovating for customers.
What it means: We relentlessly pursue new ways to add value to external
customers.
Why this value?
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External customers are the reason we exist and are central to our current and
future success.
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We need to innovate in every area of our business in order to retain existing
customers and gain a foothold in new markets and customer segments.
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We offer excellent service to internal customers so that they can provide better
service for external customers.
Behaviour:
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We always deliver on our promises.
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We make it easy for customers to do business with us.
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We provide value-adding solutions to customers.
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We anticipate customer and market needs by spending time with customers to
understand their needs.
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We create a climate that supports innovation.
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When servicing internal customers, we always ask “How will this benefit the
external customer?”
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We recognise and reward people who put customers’ interests first and display
innovation and creativity.
We reject:
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Resistance to new ideas, internal focus and “We have tried it before” attitude.