How to Build a Culture of Customer-centricity

How to Build a Culture of Customer-centricity

After a change in leadership in 2015, Westfield Group changed strategy to drive organic growth rather than growth via acquisition.

The challenge was that each centre was defining its own customer experience and this led to short term profiteering. Therefore, the goal was to shift the company’s focus to build a culture of customer-centricity.

This case study shows how Reputation helped Westfield Group equip themselves for a customer-centric transformation.

Included in this case study:

  • Listening to the voice of the customer
  • Soliciting and acting upon customer feedback
  • Driving operational improvements at locations