Driving a customer centric culture | Empower your frontline staff TODAY

The culture of your company is what makes it unique and different to every other company. Culture is the underlying beliefs, assumptions, values and ways of interacting that contribute to the unique environment of an organisation. A customer centric culture must be intentionally refined and rooted within your company. It must be driven by your leadership team downwards throughout the whole organisation.

A customer centric culture is one in which the customer is at the heart of everything your company does, that customer-centric companies believe:

1. Their customers are the main reason they exist

2. They are obsessed with really understanding their customers,

3. They are driven to make the customer experience the best it can possibly be.

4. Create an excellent experience for the customer at every interaction.

Customer centricity is a mindset and a different way of thinking – from the customers’ perspective (outside the organisation in), rather than from the employees’ perspective (inside the organisation out)

Turn your beliefs turn into actions >>>

Acknowledge that making customers happy and giving them a great experience can only be done by employees who care. Employees will only do this if they feel cared for and happy themselves. When a company has a strong customer-centric culture a cycle of positivity takes place between employees and customers.

Values require action and follow through. Without action they just become words on a wall or in a brochure. If your company values innovation then employees have to be encouraged and allowed to come up with new ideas and develop them.

Millennials are actively seeking out companies whose values align to theirs and are therefore more pre-disposed to buying from these companies, and working for them.

The key is to empower the frontline staff i.e. those facing customers daily, as enablers within your organisation to make decisions, giving them the authority, responsibility, trust, resources and support to do so.

To quote- “A good culture equates to so much more than just an enjoyable workplace or a happy team. A strong culture acts as a safeguard to protect your business’s most valuable resources. When companies do not focus on their culture, they are prone to significant setbacks, including a loss of brain trust, costly recruiting fees, training and development time, and stunted interpersonal collaboration, which all equate to a financial loss.” – Jonathan Keyser