Developing a customer-centric corporate culture begins with a common vision and engaged workforce.

Growing numbers of companies are coming to recognize the benefits of customer-experience strategies: higher revenues, lower costs, and stronger employee and customer loyalty. However, many managers overlook their employees when implementing such a strategy. And yet, developing a customer-centric corporate culture begins with a common vision and engaged workforce. This article discusses the importance of transforming internal services for a customer-centric company and presents the key success factors of this kind of approach. It also highlights the need to measure internal satisfaction because your employees are your first customers!

Source: http://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/when-the-customer-experience-starts-at-home