CX INSIGHTS SERIES: PART TWO – 4 WAYS TO CREATE A MORE CUSTOMER-CENTRIC CULTURE
You know customer experience is important. But how do you know if you truly have a customer-centric culture? And if you don’t, how do you start to build one?
During the 2016 CXPA Insight Exchange in Atlanta, the notion of enabling and delivering a customer-centric culture was highlighted by keynote speakers and in breakout sessions alike. The consensus is that while there is no single answer, there are several key guiding principles that have been proven to drive success for many customer-centric companies.
Start with purpose. The importance of purpose was a resounding theme. Ensuring that employees throughout the entire organization understand the organizational purpose, how it impacts the customer experience, and (most importantly) their role in delivering that experience is critical. This may include creating purpose ambassadors to help keep purpose at the forefront.
Bring it to life. Be sure to build an environment that will lead to an inspired culture through foundational values and principles. This includes becoming comfortable with failing fast, removing unnecessary silos, and maintaining a connection to the terminology and/or language that is used by employees and customers.
Stay connected. Leaders should intimately understand what customers and employees experience. By staying connected through simple actions like riding along with field technicians or listening to support calls, leaders will build empathy, which drives faster, more informed decisions. The customer becomes a person with needs, emotions and expectations rather than just an NPS score or a sales opportunity.
Celebrate. As you gain momentum, continue to reinforce the value that CX is providing within the organization. These updates might include sharing success stories and ensuring positive customer feedback reaches everyone involved.
Check out our other CX Insights Series Blog Posts here.