Create a Customer Centric Culture
Create a Customer Centric Culture
Table of Contents
Cover page .…………………………………………………….…….……….1
Table of Contents .....…………………………………………………..…………….2
Abstract …..…………………………………………….………………….3
Define the customer service culture ……………6
Communicate the culture …..……….10
Recruit to grow the culture ….….…….14
Empower Employees .…………..19
Visible and Accessible ….………..23
Recognize and reward action …………...27
Conclusion …….……..33
References …………...35
Images ………...…37
Abstract
When a business scales, it can be difficult to maintain the same level of intimate, one-on-one customer service that it provided as a startup; but that doesn’t make it any less important to do. Worrying over customer experience will never go out of style or lose its importance; particularly in an age when customers have greater access to companies and more forums to express their displeasure. The current technological trends only amplify problems with a non-customer centric culture allowing bad news to travel fast. There are countless interactions between employees and customers each day and only a strong culture with guidelines can allow a business to provide consistent quality service.
Advances in technology and communication, combined with the explosive growth in data and information, have given rise to a more empowered global consumer. Technology is growing at an exponential rate, influencing consumer behavior and marketing strategies. Social media and unprecedented access to information, such as peer-to-peer product and service reviews, are giving greater power to consumers, creating more informed and demanding customers. These experiences are shaping consumer expectations across all industries. (Ernst & Young, 2013)
Customer centricity is a strategy that business’s embrace. It’s about reorienting the entire business
Table of Contents
Cover page .…………………………………………………….…….……….1
Table of Contents .....…………………………………………………..…………….2
Abstract …..…………………………………………….………………….3
Define the customer service culture ……………6
Communicate the culture …..……….10
Recruit to grow the culture ….….…….14
Empower Employees .…………..19
Visible and Accessible ….………..23
Recognize and reward action …………...27
Conclusion …….……..33
References …………...35
Images ………...…37
Abstract
When a business scales, it can be difficult to maintain the same level of intimate, one-on-one customer service that it provided as a startup; but that doesn’t make it any less important to do. Worrying over customer experience will never go out of style or lose its importance; particularly in an age when customers have greater access to companies and more forums to express their displeasure. The current technological trends only amplify problems with a non-customer centric culture allowing bad news to travel fast. There are countless interactions between employees and customers each day and only a strong culture with guidelines can allow a business to provide consistent quality service.
Advances in technology and communication, combined with the explosive growth in data and information, have given rise to a more empowered global consumer. Technology is growing at an exponential rate, influencing consumer behavior and marketing strategies. Social media and unprecedented access to information, such as peer-to-peer product and service reviews, are giving greater power to consumers, creating more informed and demanding customers. These experiences are shaping consumer expectations across all industries. (Ernst & Young, 2013)
Customer centricity is a strategy that business’s embrace. It’s about reorienting the entire business
References: DeRose, Chris. Tichy, Noel. (July 1, 2013) Here 's How to Actually Empower Customer Service Employees Retrieved from http://blogs.hbr.org/2013/07/heres-how-to-actually-empower-customer/ Edgeman, R Ernst & Young. (2013) The journey toward greater customer centricity Retrieved from http://www.ey.com/Publication/vwLUAssets/The_journey_toward_greater_customer_centricity_-_US/$FILE/Customer_Centricity_Paper_29_April_Final_US.pdf Hyken, Shep Lucas, Robert. (2013) Defining Your Customer Service Culture Retrieved from http://www.selfgrowth.com/articles/Defining_Your_Customer_Service_Culture.html Marshak, Ronni Peppers, Don. (January 23, 2013) Explaining Customer Centricity With a Diagram Retrieved from http://www.linkedin.com/today/post/article/20130123164215-17102372-explaining-customer-centricity-with-a-diagram Ramoutar, Ken Senn, C., Thoma, A., & Yip, G. S. (2013). Customer-Centric Leadership: How to manage strategic customers as assets in b2b markets. California Management Review, 55(3), 27-59. Schiele, J., & Sadorf, N. (2009). Building a customer-centric culture of performance in your business. Velocity, 11(3/4), 36-40. Williams, William. (January 20, 2013) Internal communication greatly influences a company’s corporate culture Retrieved from http://nashvillepost.com/news/2013/1/20/internal_communication_greatly_influences_a_company_s_corporate_culture Images Image #5 Brehmer, Rachel (2013) Unified Communications Retrieved from http://media-cache-ec0.pinimg.com/236x/9a/0f/18/9a0f18b82f13236240247dc9c6f10569.jpg Image #6 Lundquist