Getting It Right: Identifying a Customer-Centric Culture

In the Experience Economy, there is no better differentiator than customer experience.?

To stand out and sustain in this competitive marketplace, companies must create experiences that delight their customers and make them want to stick with the brands they love.?

When you see customer experience at the core of what your company does, you pave the path for a customer-centric culture. Customer satisfaction, then, brings meaning to your organization, dictating your internal and external communication while acting as a driving force for action.

So, what does a customer-centric organization look like?

In a customer-centric organization, everyone is focusing on one shared goal: making the customer experience exemplary.?

With the customer at the heart of their culture, they do everything to simplify processes, empower employees and deliver on their promises. They achieve this through

• Leadership: Communications from the C-suite reinforce the idea that good CX is essential.
• Responsibility: Employees are given ownership and responsibility for solving customer problems.
• Co-operation: Such organizations overcome silos and demarcations so inter-departmental understanding becomes part of the culture.

How Do You Identify a Customer-Centric Company Culture?

When one in three customers will leave a brand after just one bad experience, it is important to identify if your organization fits the bill.?

Some of the biggest names in the industry have spent years creating a culture around the customers and their needs–making sure that their commitment stays genuine through the customer lifecycle.?

The following questions can be a thought-starter and act as a barometer for you:

• How does the company feel around me?
• What are the focus areas for the leadership team?
• How is the industry perceiving my company?

Mastering the Field

People do businesses with a company, and not departments in that company.?

Having a customer-centric strategy can lend your company a unified voice. The payoff for your efforts will be the growing number of loyal customers who want to interact more and are more willing to let go of minor errors. Read more