Pros
EVERYTHING is about the Customer. I mean everything. In my role I am aware of a lot of our new ideas, initiatives and propositions, and of course the commercial side of things matter, but the big questions asked are 'why' it will be good for the Customer and 'how' will it be effortless for the Customer. It makes me feel very confident in the products and services we offer because of how hard we make them work for the Customer. It makes for a great environment to work because the staff are enabled to make them work harder for the Customer, as the main question isn't about how much money the idea will make, so we can think 'what service do we want?', and make it happen.
Cons
I find when some great initiatives are started, often to help boost engagement even further, there is a lot of drive and noise at launch and immediately after, and then they can sometimes loose steam. I'm sure the senior management know what is going on, and they are still doing good, but it would be good to get the odd update.