Why the voice of the customer is so important in leading the change of a company

As a CEO, I experience how it can sometimes be difficult to drive the change in a company like Zühlke. It is not always easy to communicate WHY something has to be done and to recognize where you stand in the change. We are driving important initiatives forward. But how much of that is recognized by the market and generates added value for our customers?

To this end, we have introduced a new "Voice of the Customers" format: In sessions with our employees, customers tell us how they experienced us, what we are doing well and where we still need to improve. The advantage of these sessions is that it comes directly and unfiltered from the customer. It is much more authentic, appreciative and activating than if it came from us internally. It shows straight where we have to improve as a company.

And such sessions show that you can also delight customers with little things: as shown above with a cake at the project launch date for Helion, a leading provider of solutions in the area of photovoltaic systems, energy storage, heat pumps and e-mobility. The sun symbolizes the mission of the company.