Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefeather)
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This document discusses building a customer-centric culture. It introduces the 5 dimensions of a customer-centric culture: how a company hires, rewards and manages employees; how it makes decisions; how employees work together; what employees talk about; and what is expected of employees. It finds a strong relationship between customer experience, employee engagement, and culture. High-performing companies align their hiring, rewards and management practices to focus on customers.
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Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefeather)
- 1. Building and Sustaining A CustomerCentricCulture By Kate Feather
- 2. We will cover… Definition of Culture Intro to Cx Culture Navigator 5 Dimensions Key Takeaways Journey to Customer Centricity
- 3. Cx Strategy Understanding Cx Design Measurement Governance Culture From Forrester’s Six Customer Experience Disciplines For context…
- 4. Cx Strategy Understanding Cx Design Measurement Governance Culture “The shared values and behaviors that focus employees on delivering a great customer experience.” From Forrester’s Six Customer Experience Disciplines For context…
- 8. “Culture is what people do…
- 9. …when no one is looking.”
- 11. Introducing the…
- 12. A cross-company benchmarking study with 2,721 employee survey responses.
- 13. Some companies were just starting out, and some were high Cx performers …according to their customers
- 15. We uncovered 5 dimensions of a customer centric culture.
- 17. Plus, the more customer centric the culture, the more engaged the employees.
- 18. 71% 62% 54% Employee Advocates Employee Passives Employee Detractors Employee Advocates give an average score across the customer centricity dimensions that is more than 30% higher than detractors. Average Cx Score
- 19. What are the 5 Dimensions?
- 20. hire, reward, manage How we
- 27. talk about We regularly tell stories about customers. What we
- 28. What we expect
- 29. expect What we
- 30. Overall Cx Culture Score Employee NPS (Engagement) External Customer Experience Summing It All Up
- 31. Key Takeaways
- 33. One dimension is a strength for all.
- 34. Being clear about expectations receives some of the highest scores overall.
- 35. Expectation setting is necessary but not sufficient.
- 37. “[We need to] create a culture where we empower our associates to take action for our clients [Because] we tend to lend lip service to this but do a poor job of implementing this top down.”
- 38. Practices from experts… Hiring Practices Empowering Promoting
- 39. One dimension has the greatest impact on Employee Engagement and Advocacy.
- 41. Practices from experts… Employee Opinion Solid Actions Cooperation and Trust
- 43. Let’s go on a road trip… to success.
- 44. Measure Prioritize Plan Re-measure The Journey to Customer Centricity Act
- 45. The Cx Culture Score correlates with customer perceptions of your experience.
- 46. A customer centric culture has a positive impact on employee NPS.
- 47. There are 5 dimensions present in customer centric cultures.
- 48. Expectation setting is necessary but not sufficient.
- 49. Top Cx performers align their hiring, rewards, and management practices.
- 50. Questions?