For an updated version of this presentation: https://www.slideshare.net/clearaction/customercentric-culture-engaging-employees-customers-125745762 True customer focus is elusive, as internal realities often overshadow customer considerations in day-to-day decisions and behaviors. To get beyond lip-service a major shift in organizational culture is necessary. Learn how to channel leadership and employee engagement to intersect with expectations and long-term well-being of customers. See https://ClearAction.com

1. www.ClearActionCX.com
Customer Centric Culture
Engaging Employees & Customers

2. What is Culture?
© Copyright ClearAction LLC. All rights reserved.
• Set by management
• Reinforced by
attention and rewards
(and inverse)
A group’s ways of thinking
and doing

3. all other concerns
What is Customer-Centric?
centric:
having a specific thing as the focus of attention & efforts
© Copyright ClearAction LLC. All rights reserved.

4. Are You Really Customer-Centric?
59%
75%
Our Service is
Above-Average
Your Service
Left Me
Somewhat
to Extremely
Dissatisfied
© Copyright ClearAction LLC. All rights reserved.

5. Primary
Motives
Secondary
Motives
Customer-Centricity is Rooted in Motives
© Copyright ClearAction LLC. All rights reserved.

6. Primary
Motives
Secondary
Motives
Get work done,
get bonus &
get promotion
Customer-Centricity is Rooted in Motives
© Copyright ClearAction LLC. All rights reserved.

7. Primary
Motives
Secondary
Motives
Make it easier & nicer
for customers
to get & use solutions
Get work done,
get bonus &
get promotion
Customer-Centricity is Rooted in Motives
© Copyright ClearAction LLC. All rights reserved.

8. How Does Culture Change?
1) Communication
2) Skills
3) Accountability
4) Systems
Vision Values
Consistent
© Copyright ClearAction LLC. All rights reserved.

9. ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.

10. ClearActionCX.com
If You Like These Concepts, Get the Book!
© Copyright ClearAction LLC. All rights reserved.
>30 Tools &
Techniques
Step-by-Step
Guidelines

11. ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

12. ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

13. ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
© Copyright ClearAction LLC. All rights reserved.
Partial List
Send us a note:
OptimizeCX@ClearActionCX.com

14. OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
CustomerExperienceOptimization