‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management, explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.
They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose transferable methodology, established over 60 years ago, forms the heart of its global success. They show how to focus everybody on their customers, and how to trust people to use their common sense within a shared internal framework.
Their practical operational experience shows how it is possible for organisations to grow more complex, whilst keeping their employees engaged, and retaining a focus on customer experience, agility and continuous improvement. All this is indispensable for success in an increasingly volatile, ambiguous and competitive world.
You can download the whitepaper here.