I was chatting to a contact of mine about what makes a customer centric organisation and how they outperform other institutions. We discussed that it was not the processes or the products, but rather the culture of the organisation that infiltrates every element of the customer experience.
Culture is driven by leadership. My grandmother, Mrs Ellen Greenfield, was awarded an OAM in 2021 for her contribution to the fashion industry. Industry icons like Carla Zampatti and Akira Isogawa highlighted that her customer focused approach was truly unique, especially in the fashion industry. Carla wrote that "Mrs Greenfield perfected customer service before manuals were written about the subject". Akira mentioned that "everything was so personalised with her." They both highlighted the impact of her actions and values on both them as customers, as well as the staff at E+M Greenfields.
My gran passed away last month at 97. On the day of her passing Alana Smith, head designer of Kitten D’Amour, held a premiere of the newly released Australian movie A Stitch In Time with 100 members of the fashion industry in QLD. This heart warming story featured Kitten D'Amour designs, used E+M Greenfields as a set and had Mrs Greenfield as a cameo performer. The movie's producer captured Alana's thoughts on Mrs Greenfield. Alana once again highlighted that customer focus comes from the top.
I thought this clip might be inspiring to others.
Comments