How to Drive a Customer Centric Culture | Get Going

CX Musing’s September article focused on empowering your frontline staff to drive a customer centric culture (Here is the link if you had missed out: https://www.dhirubhai.net/pulse/driving-customer-centric-culture-empower-your-staff-today-kulkarnii )

The October article, now that we established the benefits of keeping the customer at the heart i.e. being customer centric, focused on recharging our batteries on how to drive this. (Thoughts to actions to continuous improvement & monitoring).

Research across the years, has identified 4 factors to focus on for CX enthusiasts:-

1.?????? People

2.?????? Processes

3.?????? Communications

4.?????? Environment

People

Your vision and values must be embedded across the employee journey to build and nurture a customer-centric culture. The key stages to look at are screening & recruitment (a good organizational fit), onboarding (set the tone for their assignments), ongoing L&D (invest, invest, invest in your team), always approachable feedback (always on) and recognition & rewards (don’t let them feel left out).

Processes

All decisions should be based around what is best for the customer. Focus on un-broken & seamless customer journeys, technology that can add value & can be scaled up, least repetition of work and emotions play a big role in fixing up things (own them!).

Communications

Organisations that communicate well with their employees, build trust and credibility. Open & transparent communication is the key. Do away with employees who think they will be indispensable, by keeping information only to themselves. Tonality, use of words, language & body cues is very important.

Environment

A pillar that’s gaining more traction in last few years, with employees spread across WFH, at office & a hybrid workforce. Remember the approach to keep a vacant seat in a meeting room for the customer. Well that works for sure.

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Of these four, people are the most critical because they are the ones who are going to bring the vision and values to life for customers – they will carry the culture. The vision and values must be embedded across the employee journey to build and nurture a customer-centric culture.

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Next steps? … Identify three key actions that you will put in place in your company to empower staff to make it easy for customers to do business with your company.