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To meet our overarching company purpose of creating experiences our customers love for life, we took 250,000 pieces of real customer feedback and recognised five common expectations our customers have of us. These are our Customer First Principles: transparent, personalised, make me feel special, easy to do business with and dependable.
To meet the challenges ahead, we need to put our internal as well as our external customers first. To achieve this we have adopted these principles as our business behaviours. Delivering our company purpose and maintaining our competitive edge relies on each and every one of us: we are all one another’s customers. Our behaviours inspire everything we do and the way we interact with each other and make our business even more powerful.
ENGAGED PASSIONATE PEOPLE
Engaged means two-way – it’s providing context, alignment, ownership and support, plus listening. Our people and their performance are a direct reflection of our leadership – we get the people we deserve. The difference our people make is a source of competitive advantage and we see this working in our business every day.
We recognise the challenges of a rapidly growing business and so we need to focus on the goal and work together, setting clear objectives that align to business strategy, working smarter, recognising a job well done and encouraging responsible decision making, that take the long term success of the business into account and make the best use of resources.