6 Steps to Creating a Customer-Focused Culture

Consumer Products & Retail

October 19, 2017 / 2 min read


Customer ExperienceEmployee Experience

6 Steps to Creating a Customer-Focused Culture

Here are 6 steps to follow to create a business culture focusing on the customer.

While several businesses stand out in terms of customer service, Shep Hyken reminds us how important it is to build good employee experience to create a business culture focusing on the customer. To achieve this, he recommends we follow this six-step process:

  1. Define your customer service vision: The first step is to put into words the kind of experience you want your employees to deliver to your customers. This vision needs to be easy to understand and remember.
  2. Communicate the vision: you need to communicate this customer service and customer experience vision to your employees: What is the vision? What does it mean? How can the employee contribute?
  3. Train to the vision: It’s up to you to train your employees in your basic values and your expectations for customer service, which means repetition and reinforcement from managers.
  4. Be the example: Leadership must set the example and be the role model for their employees. Management therefore needs to treat the employees with the same respect and dignity that is afforded the customer.
  5. Defend the culture: Management must keep employees in alignment with the vision as individuals and as teams.
  6. Celebrate success: Make sure to celebrate your achievements with your employees! Recognition is a big motivation factor and will encourage employees to stay focused.

Would you like to implant a business culture focusing on customer experience? Don’t hesitate to contact us and set up a customer experience measurement program in your organization.

Source: https://www.helpscout.net/helpu/6-steps-customer-focused-culture/

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