Louise Fowler is chief customer and marketing officer at The Post Office.
Fowler gave a masterclass lecture at the graduation day for the first wave participants in Lancaster University Management School’s Productivity through People course, a twelve-month programme run in partnership with three world class manufacturers – BAE Systems, Siemens and Rolls Royce – and supported by Be the Business, which invests in the manufacturers of tomorrow.
Her key insight here is to get all parts of your business focused on delivering for your customers – doing this can cut out distraction and internally-oriented debate, and add value to the bottom line.
The business leader told us how First Direct bank maintained their standards of customer service when they moved into internet banking by engaging their staff in the changes they made. This meant they were inspired to continue delivering the levels of service they’d become accustomed to by telephone.