CUSTOMER CULTURE: How does it drive future business performance?
AUGUST 9, 2016
They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. Called the Market Responsiveness Index (MRI) the tool enables a company to benchmark their level of Customer Centric Culture against more than 200 organisations worldwide. You can read all about it in their book – The Customer Culture Imperative.
No Culture, No Customers
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article
The Impact of a Customer-Centric Culture Transformation
MARCH 1, 2017
How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.
Corporate Culture and the Customer Experience: A Delicate Balance
SEPTEMBER 12, 2016
Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself. This includes what it considers to be. View Article
7 Top Tips to Create a Customer-Centric Culture
NOVEMBER 22, 2016
What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. So there you have it – my top tips to create a customer centric culture.
Five Problems to Overcome When Building a Superior Service Culture
Up Your Service
DECEMBER 21, 2016
Leaders often make mistakes when building a service culture throughout an organization. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. Training and education are vital to developing a superior service culture. Service Culture LeadershipIt’s not an easy task. The frontline lacks top-down support.
The Most Affordable Ways to Hire Employees and Build Your Company Culture
Michel Falcon Experience
NOVEMBER 7, 2016
In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon. company culture
How Airbnb Scales Culture And Customer Experience, With Aisling Hassell – CB008
JUNE 7, 2016
We explore specific CX tactics Airbnb uses to create not only great customer experiences, but also how they have established a fun and rewarding employee culture. Culture, Behavior, and Operations. This ties to culture and personal development, and why organizations need to focus there. Episode Overview. About Aisling. She’s on LinkedIn here and on Twitter here. Listen.
Building Your Service Culture
Up Your Service
FEBRUARY 14, 2017
What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. But first, companies need to know WHY they are building a service culture. Rising expectations.
How to Establish a Strong Service Culture Fast
APRIL 7, 2016
Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service. culture customer experience customer service
Guide to Organizational Culture Change (Infographic)
OCTOBER 19, 2016
We regularly help companies create cultures that are more customer-centric. You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicSo it seemed like a fun idea to create an infographic on the topic. Enjoy! You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ […].
4 Steps To A Customer Focused Company Culture
OCTOBER 13, 2014
A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Why is a strong corporate culture so hard to copy? Culture Customer Experience
Gaining Buy-In for Your Culture Change
Up Your Service
NOVEMBER 15, 2016
How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? These five steps also give us an insight into how leaders can convert employees into ambassadors for positive cultural change. They will actively promote change as positive and will work with you to drive your culture forward. At UP!
Every customer experience project is a culture project
Heart of the Customer
NOVEMBER 17, 2016
Culture is the biggest determinant of effective customer experience. When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. The post Every customer experience project is a culture project appeared first on Heart of the Customer. That’s why I was happy […].
Customer-Centric Cultures Don’t Just Happen
JANUARY 14, 2015
If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Customer-centric culture is a matter of commitment at all levels of your business. Our Cx Culture Navigator helps clients measure how customer-centric they are--so they can take steps to build a culture centered on customers.
Customer-Centric Culture Change (Video)
MARCH 10, 2016
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group VideoBy mastering Employee-Engaging Transformation. Want to know more?
Customer Centric Culture – putting theory into practice
MARCH 10, 2016
Another use of the word Customer is in the context of CULTURE – a word that businesses often are not too enamoured about discussing, but one that is vital should there be the intent to genuinely put the CUSTOMER on the map! The underlying culture of an organisation will determine how it lives, breathes and behaves – the organisation itself and the people that make and represent it.
How Company Culture Can Define Your Customer Experience
Win the Customer
AUGUST 17, 2015
When our internal organizational culture makes us happy, we exude that happiness to our customers and create the foundation of exceptional service experiences. “A A nation’s culture resides in the heart and in the soul of its people.” Communication Culture Customer ExperienceGandhi wasn’t referring to business when he said this, but this quote can and should be implemented as […].
Customer service culture
Very Best Service
NOVEMBER 12, 2013
Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Internal communication programmes are put in place and incentives scheme designed to make sure that the customer service culture permeates everything that the company does.
Podcast: Big Lessons in Culture from a Mat Manufacturer
FEBRUARY 17, 2017
Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. Ian Malpass , founder of Millennium Mat, joined me on the podcast to discuss what it takes to forge a culture that’s truly self-directing and self-correcting. My work brings me in contact with many interesting businesses.
How to Change Culture in High-Risk Organizations - Frank Reactions
FEBRUARY 8, 2016
Change Culture To Change Outcomes. Many of these deaths result from dysfunctional cultures. Today’s guest, Bea Bohm-Meyer, of the Bohm-Meyer Group , knows how important culture change is in “high reliability” fields — situations where a mistake can mean death. 5 Drivers of Culture Change. Understand Your Staff to Understand Your Culture.
Leadership behaviors required to create a customer-focused culture
FEBRUARY 4, 2016
Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. To change your culture, start behaving differently. Leaders set the example as they demonstrate it’s about everyone’s behavior. Talk purpose.
Why Your Company’s Customer Service Culture Matters (Infographic)
FEBRUARY 9, 2016
The task of creating a customer focused culture is not as easy as it seems to be. These companies have been providing the best customer service for years and they are famous not only for their services and products but also for their customer service culture. (.). Infographics Tips and Tricks customer service culturePeople who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? Read more. Permalink | No comment.
Put Culture Change On Your 2017 CX Agenda. Here’s How.
DECEMBER 22, 2016
then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […]. CCXP1 Customer-Centric Culture Corporate culture Customer experience Employee Engagement Purposeful LeadershipIf you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?),
What is Culture? How People Think, Believe, and Act
APRIL 3, 2015
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. So if you want to drive culture change, you need to deal with all three of those areas.
The One Thing We Must Do to Create a Customer Focused Culture
JANUARY 4, 2017
The post The One Thing We Must Do to Create a Customer Focused Culture appeared first on Shep Hyken. Customer Service Culture alignment customer journey map customer service mantraTo kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Not seventeen ideas, but just one.
4 Ways Leadership Can Build a Superior Service Culture
DECEMBER 30, 2016
Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Let’s look at each of these four points more closely to understand a leadership team’s critical role in building an “uplifting” and sustainable service culture in an organization. What is the purpose for building a superior service culture?
Contamination Alert! How to Purify a Toxic Workplace Culture
JUNE 11, 2015
Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? How toxic is your culture?
12 Steps to a Customer-Focused Culture
JANUARY 13, 2016
More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage: 1. Lead By Example: Leaders set the tone and direction. Make customer service a key priority. Solicit Feedback: Be a good listener.
Hungry for CX, Culture Eats Strategy For Lunch
OCTOBER 5, 2015
Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. While leaders tend to be comfortable around strategy discussions, they’re often painfully awkward discussing corporate culture. 2) Why is Culture So Important?
Video: Culture, Leadership and Exceptional Performance
Peppers and Rodgers
AUGUST 14, 2015
There is no defined culture for businesses; it is something that leaders and their employees must demonstrate in order to make the customer and employee experiences as enjoyable and efficient as possible. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog. Customer Strategy Employee Engagement corporateculture visiontoresults
Engagement and Culture are Related, But Different
MARCH 12, 2015
As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” It’s understandable.
Turning a Customer Service Culture
Customers That Stick
MAY 22, 2015
We wish that changing a customer service culture could be like turning a Jet Ski®. We all wish that changing a customer service culture happened that way. Changing a a customer service culture, particularly in a large organization, is more akin to turning around a container ship. Cultural change is like this. How hard is cultural change? Unfortunately, it doesn’t.
5 Ways to Create a Customer Service Culture
JUNE 23, 2016
Creating a service culture means several things: 1. According to Brad Cleveland, Co-Founder and Senior Adviser of the International Customer Management Institute (ICMI), a recent Gallup poll found that when both customers and employees are engaged, companies see a 240 percent increase in performance-related outcomes, which goes to show that a customer service culture “really matters”.
How to Create Exuberant Brand Fans and Experience Culture
Win the Customer
JUNE 8, 2015
Culture Customer Experience Customer ServiceIt may be a rather bold statement to say, but I’m just going to put it out there anyway: Every company that relies on customers to purchase their products should strive for wildly happy, exuberant fans of their brand. Yes, every single company that depends on customers to survive. We’re talking about 99% of companies […].
The Challenge of Culture Change in Improving Customer Experience - Frank Reactions
JULY 5, 2016
Curtis Kopf, VP Customer Experience at Premera Blue Cross, has managed culture change in many companies. Culture Change is Hard, But Essential to Build a Better Company. You may think that managing culture change in an organization with 4,000 employees would be tough. ” Changing corporate culture is never really easy. Change has to happen.
Report: Creating and Sustaining a Customer-Centric Culture
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. Download report for $195.