When you take an integrated approach across infrastructure and attitude it manifests in many different ways to the customer. A heightened sense of internal customer service drives better understanding of what is needed and adds value to your external customers. Relevant, fit for purpose processes and systems deliver effectiveness and efficiency, manifesting to the customer as high quality products and services delivered on time, and you become better equipped to solve customer problems in an innovative, disruptive way.
When your culture supports a happier, more inspiring and motivating workplace environment, engaging with your organisation becomes a much more enjoyable experience for your customers. People simply give superior customer service when they are happy in their job and the organisation.