#CustSvcResearch: Customers, Culture, and the Bottom Line

Customers, Culture, and the Bottom Line | Customer Service | ELAvate Singapore

It takes some doing for a government-supported organization to change its culture enough to wholeheartedly adopt a way of doing business that puts the customer first. When it does so in the midst of organizational changes and funding challenges—and in a way that significantly improves business results—the accomplishment is even more impressive.

The organization is Navy Morale, Welfare, and Recreation (MWR), which provides quality-of-life and recreation programs to active-duty military, reservists, military retirees, and their families on 97 naval installations around the world. The initiative that is making the difference is the Center of Excellence.

A few statistics highlight the business impact of this initiative so far.

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