Customers make our salaries, budgets, and dividends possible – so why is it that managers struggle with being customer-centered? The best-loved companies have woven customer experience excellence into their “DNA.” You can, too! Outside-in management for customer experience excellence takes time, but here’s how you can fast-track your success: Align from the top: engage the C-suite in using customer insights to drive the company. All hands-on-deck: engage non-customer-facing employees in making a difference for customers. Maximize value: transform ease-of-work and ease-of-doing-business. Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.

2. Weaving
customer experience
into your DNA
Lynn Hunsaker
Chief Customer Officer
ClearAction Continuum

3. 1. Align from the top

4. 2. All hands on-deck

5. 3. Maximize value attainment

6. 4. Maintain transparency

7. ClearAction.com
LinkedIn.com/in/lynnhunsaker
@clearaction
https://clearaction.com/
customer-centricity-dna