Client Testimonial

The principles of Creating a Customer-Centered Culture are ground breaking and are absolutely essential to helping today's knowledge and service organizations achieve the extraordinary productivity gains we've seen in manufacturing. Rob Lawton stresses that before we can change what people do, we have to change the way they think. And the way most organizations think about their customers is what prevents them from getting where they want to go.

The principles and methods Rob features in his best selling book, his mind-blowing workshops and now his videos transform the way people view what they do, who they do it for and why - leading to true culture change - customer-centered culture change. Rob's principles were the cornerstone of a transformation effort I lead at the Missouri Department of Revenue. In becoming truly customer-centered we engaged the citizens of Missouri in defining their drivers of satisfaction and then let them set our goals for us. In two years we got tax refunds out 80% faster (fastest in the nation), cut lines in DMV offices to under 15 minutes and became one of only a handful of government agencies to win a Baldrige-based state quality award. Rob Lawton's principles are a key element of my recently published book "The Change Agents Guide to Radical Improvement" - as understanding the voice of the customer is one of the most critical change agent skills necessary to thrive today.

The thousands of participants who have had the pleasure of attending Rob's workshops can attest to the fundamental change in thinking it creates. Now, with the addition of the video series - more people will have the chance to experience the energy, passion and insight of this brilliant man. The first step to large-scale, customer-centered culture change is awareness- that is; to build a critical mass of people who see the world the same way and have a shared vision about what is possible for their customers. The customer-centered culture video series is the next best thing to being in a Rob Lawton workshop and can be a key tool in the rapid deployment of the Customer-Centered Culture method.