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Customer Focused Culture

What is the programme about?

Many organisations want to achieve a truly customer focused culture. However, in order achieve this kind of transformation, you need to move beyond mission statements issued from the Boardroom. Too many cultural change programmes fail because they are approached in a ‘done to’ or ‘tell’ way without sufficient preparation and buy-in.

Our '7 Steps to Change' model breaks the cultural change journey into key steps, and most importantly makes sure that there is enough focus on communication, engagement and buy in the early stages of the project. Mapping across to this, our Capability Building® System (Connect, Engage, Develop, Stick) helps you develop and embed the capability required to deliver on your vision in your ‘new world’.

Customer Focused Culture goes well beyond a course, though workshop-type interactions play an important part in the process.


cbs 7steps

Organisations aspire to reach step 7, but many of them start at step 4, which misses out some key actions.

By ensuring the whole organisation is engaged through stages 1-3, you can be confident that your people understand and are committed to the change journey. This groundwork makes it easier for the new customer focused culture to bed in and take root, and can help avoid changes of directions and revisions which can be costly in terms of both customer and people engagement.

The ‘Apply’ and ‘Value’ steps (5 and 6) are key to ensuring that any messages shared during the learning event are applied back in the workplace and that people actually see things being done differently. Unless there is a noticeable difference in behaviour, especially at management level, this is often the point at which change journeys falter and fizzle out.

Who will benefit from this programme?

Customer Focused Culture programme are often rolled out across the whole organisation.

What challenges will this programme help you address?

Customer Focused Cultures addresses the following issues (among many others):

  • Lack of customer focus
  • Change Resistance
  • Hard to Reach Audiences
  • Numbers driven culture
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R³ - Reassure, Relate, Resolve

R3 builds the best possible service platform that brings alive a differentiated ‘next step’ of service delivery. From a customer viewpoint it defines success in terms of how well you Reassure, Relate and Resolve/Recommend


Service Improvement

SI engages participants with the vision and values and builds the skills required for superior service, providing frontline teams with a customer experience framework for both face-to-face, telephone and written communications


Sales Through Service

StS provides service staff with the skills and techniques to explore new customer needs during service interactions and guide them effortlessly through their buying decision



Com. equips staff to lower tension and gain trust and customer confidence in order to create an environment in which the best possible resolution for the customer can be achieved



Col. improves the interactions of your collections teams with your customers to increase your share of repayments while retaining customer loyalty


C3 – Connect, Commit, Capability

C3 develops the skills and behaviors of service team leaders to build better staff satisfaction, engagement and efficiency. The C3 management development framework will provide your leaders with the glue that will drive consistency of approach and a positive feel-good culture


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  • Explore your priorities

    Explore Imparta’s thinking through the lens of your business priorities

  • Estimate the impact

    Estimate the impact of Sales training to help create a business case for change

  • Design your solution

    Scope out how you could make training stick, using our Capability Building® System

  • Compare vendors

    Clarify your decision criteria & download a customised spreadsheet