The effort a firm makes towards cultivating a customer-centric culture requires a high degree of __________________ within the firm.This means structure, processes and tools are developed to support the culture.
A) Professionalism
B) Creativity
C) Management
D) Formalization
E) Metrics

Question

Quizplus · Accepted Answer

Formalization refers to the extent to which rules, procedures, and guidelines are clearly defined and enforced within the organization. A customer-centric culture requires a high degree of formalization to ensure that all employees understand their roles and responsibilities in delivering an exceptional customer experience. The structure, processes, and tools developed to support this culture should be formalized to ensure consistency and reliability.

The Effort a Firm Makes Towards Cultivating a Customer-Centric Culture