Enablers to the effectiveness of agility
The following factors related to customers are key enablers that can enhance the effectiveness of enterprise agility.
The "customer-first" culture
As discussed earlier, many enterprises have an explicitly stated policy of "customer first," that is, customer satisfaction being the highest priority. However, often these best intentions largely remain only on paper. Creating a customer-first culture is an imperative for the business to have the agility to retain its customers.
A necessary, but not sufficient, condition, which directly has an impact on customer satisfaction, is happy employees, that is, employees who derive their satisfaction and fulfillment through making customers happy. Southwest Airlines is well known for following the philosophy of happy employees leading to happy customers.
According to Herb Kelleher, co-founder of the airline:
"If the employees come first, then they're happy. A motivated employee treats the customer well. The customer...
