To create a culture that delivered a consistently positive customer experience MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, the BOD and Senior Leaders (SL) made Customer Satisfaction the #1 Organisational Goal (OG). Processes, strategies, OGs, Strategic Objectives, Action Plans, Opportunities for Improvement and Corrective Action Reports were centred on Customer Key Requirements to ensure customer satisfaction and engagement. The cult...

BPIR Categories

8.1.1 Leaders develop/manage org culture,vision&values
2.5.2 Develop & set organisational goals
1.3.1 Build customer relationships

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