Is Customer Experience Culture Something Delusional?

A customer-centric culture is a set of beliefs, strategies, and values designed to keep the customer at the center of the organization's success. In recent years, research on customer experience has led to surveys asking hundreds of executives at some of the world's best corporations about their organization's challenges and how to overcome them.

Year after year, they have discarded the notion that organizational structure and reporting relationships can alleviate customer service issues. Instead, they argue that culture has the greatest ability to transform the customer experience. Culture is one of those squishy issues that people struggle to understand in business. To clarify this discipline, consider developing a set of agreed-upon values and practices.

A customer-centric culture is the foundation for reprogramming your organizational DNA. Behaviors are how you transform all of the practices from the other five disciplines—strategy, customer understanding, design, measurement, and governance—into habits that your firm can't kick. So You Need to Build a Customer-Centric Corporate Culture

First, you need to overhaul your hiring approaches to get customer-obsessed personnel in the door.

Second, you must promote the value of customer-centricity through storytelling, rituals, and training.

Third, you need to reinforce new values and actions using informal and formal awards. Tie it all together with a consistent cadence of communication that never allows staff to forget why they are doing this in the first place.

• Is Hiring Helping Customer Attitude Person important?

Make sure that you have the right people for your customers, developed to evaluate employees' talents, habits, and aptitudes as they pertain to serving customers. - Hire for Customer passion, a helping attitude mentality, and the culture you want to Create, or Hiring someone with an improper attitude and behavior will be the first crack in the concrete.

Maybe you'll have a higher turnover than before, which is nerve-racking and frustrating, but you have to go through it. You should have an exceptional human resources team that helps you design new job descriptions and train and study your employees' behavior.

As companies get serious about customer experience, employing people with a customer-helping mentality is a cornerstone in developing the customer-passion culture that you want. No matter your approach, screening candidates for customer-centric values as a part of the hiring and selection process is the most effective way to shift the overall makeup of your workforce. Why?

Recruiting people whose values and personalities align with your planned culture is often easier than changing current employees' core values.

• YOU CANT just wave a magic wand and change employee behavior

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While the employment process focuses on identifying people with the correct personality, attitude, qualities, and values, socialization fosters new habits. Scoalizing the Key Behavior is a MUST to Deliver a Great Customer Experience

HOW?

Over time, you can establish new standards for employee behavior using a combination of storytelling, rituals, and training.

To be continued...

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