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Customer-Centric Culture: Engaging Employees & Customers
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Customer-Centric Culture: Engaging Employees & Customers

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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 ...

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 http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com

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Customer-Centric Culture: Engaging Employees & Customers Presentation Transcript

  • 1. Customer Centric Culture Engaging Employees & Customers www.ClearActionCX.com
  • 2. What is Culture? A group’s ways of thinking and doing • Set by management • Reinforced by attention and rewards (and inverse) © Copyright ClearAction LLC. All rights reserved.
  • 3. What is Customer-Centric? centric: having a specific thing as the focus of attention & efforts all other concerns © Copyright ClearAction LLC. All rights reserved.
  • 4. Are You Really Customer-Centric? Our Service is Above-Average Your Service Left Me Somewhat to Extremely Dissatisfied 75% 59% © Copyright ClearAction LLC. All rights reserved.
  • 5. Customer-Centricity is Rooted in Motives Primary Motives © Copyright ClearAction LLC. All rights reserved. Secondary Motives
  • 6. Customer-Centricity is Rooted in Motives Primary Motives Secondary Motives Get work done, get bonus & get promotion © Copyright ClearAction LLC. All rights reserved.
  • 7. Customer-Centricity is Rooted in Motives Primary Motives Make it easier & nicer for customers to get & use solutions © Copyright ClearAction LLC. All rights reserved. Secondary Motives Get work done, get bonus & get promotion
  • 8. How Does Culture Change? 1) Communication Vision Values Consistent 2) Skills 3) Accountability 4) Systems © Copyright ClearAction LLC. All rights reserved.
  • 9. How Does Culture Change? 1) Communication 2) Skills Technical Proficient 3) Accountability 4) Systems © Copyright ClearAction LLC. All rights reserved. Soft
  • 10. How Does Culture Change? 1) Communication 2) Skills 3) Accountability Rewards Penalties Fairness 4) Systems © Copyright ClearAction LLC. All rights reserved.
  • 11. How Does Culture Change? 1) Communication 2) Skills 3) Accountability 4) Systems Procedures Accessibility © Copyright ClearAction LLC. All rights reserved. Tools
  • 12. How Does Culture Change? 1) Communication Consistent Vision & Values 2) Skills Proficient Technical & Soft Skills 3) Accountability Fair Rewards & Penalties 4) Systems Accessible Procedures & Tools © Copyright ClearAction LLC. All rights reserved.
  • 13. Customer Service Champs (BusinessWeek Ranking) Amazon.com USAA Jaguar Lexus Ritz-Carlton Publix Zappos Hewlett-Packard T.Rowe Price Ace Hardware Keybank Four Seasons Nordstrom © Copyright ClearAction LLC. All rights reserved. Cadillac Amica Enterprise American Express Trader Joe’s JetBlue Apple Charles Schwab BMW True Value LL Bean Marriott
  • 14. Customer-Centricity Engages Employees & Customers Trust • Respect • Empower Prevent Passion © Copyright ClearAction LLC. All rights reserved. • Hassles • Waste • Motives • Consistent
  • 15. If You Like These Concepts, Get the Book! >20 Tools & Techniques Step-by-Step Guidelines ClearActionCX.com/momentum 20% Discount Code: SlideShare © Copyright ClearAction LLC. All rights reserved.
  • 16. Resources for Learning More About CEM Best Practices e-books available at ClearActionCX.com/innovation or Amazon Kindle: Metrics You Can Manage For Success Customer Experience Improvement Momentum Innovating Superior Customer Experience Customer Experience Optimization Talk Show Hear interviews with companies such as: Adobe, Aon, CenturyLink, Cisco, Citrix, Coca Cola Enterprises, Dell, EMC, GE, HP, ICW, Intuit, Kimpton, NCR, Philips, Safelite, Sungard, SunTrust, Symantec, TELUS, tw telecom, Virgin Mobile, Wells Fargo http://ClearActionCX.com/podcasts white paper available at ClearActionCX.com/cx-articles Employee Engagement in Superior Customer Experience: 4 Overlooked Key Competencies for Sustainable Results See more at http://ClearActionCX.com/best-practices © Copyright ClearAction LLC. All rights reserved.
  • 17. Our Team of Seasoned Practitioners Gives You the Upper Hand in CEM ClearAction is a consulting firm that helps organizations build enterprise-wide customer-focus and customer experience differentiation. Everyone on the ClearAction team has been responsible for employee engagement in customer experience improvement as employees at Applied Materials, AutoZone, Bharti Airtel, British Telecom, Deluxe Financial Services, Earthlink, Merck, Sonoco, TELUS. At these companies our roles have included SVP-Client Experience, SVP-Customers First Culture, VP-Customer Retention, Chief Customer Officer, Head of Corporate Quality, Director of Customer Service, Director of Marketing, Customer Satisfaction Improvement Manager, Voice of the Customer Manager, Strategic Information Manager. We welcome an opportunity to get acquainted with you! Send us a note: OptimizeCX@ClearActionCX.com © Copyright ClearAction LLC. All rights reserved.
  • 18. 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.” Partial List © Copyright ClearAction LLC. All rights reserved. Send us a note: OptimizeCX@ClearActionCX.com
  • 19. Assess the Strength of Your CEM Strategy Let’s take a look at the quality of your customer experience management strategy. Tap into our broad expertise across all aspects of CEM. We’ll show you ways to engage stakeholders, demonstrate value, and increase business results. Complimentary Assessment of 1 Building Block Send us a note: OptimizeCX@ClearActionCX.com © Copyright ClearAction LLC. All rights reserved. Full Assessment of All Building Blocks
  • 20. Leapfrog Competitors with Superior Customer Experience Knowledge 6 modules: • Customer Experience Strategy • Customer-Centric Culture • Customer Insight & Understanding • Adoption & Accountability • CX Design, Improvement, Innovation • Metrics, Measurement & ROI CX Optimization is company-wide alignment with customer priorities for organic revenue and profit growth (CXO is more cultural & preventive than CEM.) © Copyright ClearAction LLC. All rights reserved. Send us a note: OptimizeCX@ClearActionCX.com
  • 21. Request a Presentation of the B2B CEM Study Findings & Recommendations Executive Summary & Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Duration & Scope of Business-to-Business Customer Experience Management Efforts . . . . . . .19 Motivation for Business-to-Business Customer Experience Management . . . . . . . . . . . . . . . . . 34 Journey to World-Class in How We Listen to Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Journey to World-Class in How We View Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Journey to World-Class in How We Center Our Employees on Customers . . . . . . . . . . . . . . . . 68 Journey to World-Class in How We Center Our Business on Customers . . . . . . . . . . . . . . . . . 77 Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 © Copyright ClearAction LLC. All rights reserved. Send us a note: OptimizeCX@ClearActionCX.com
  • 22. ClearAction Understands Unique B2B CEM Challenges Let’s talk about developing a CEM strategy that helps you clearly see what’s needed for company-wide action in universal and B2B CEM challenges. The ClearAction team has first-hand experience engaging employees to drive significant change for B2B customers. Send us a note: OptimizeCX@ClearActionCX.com © Copyright ClearAction LLC. All rights reserved.
  • 23. For More About Customer Experience: www.ClearActionCX.com/best-practices OptimizeCX@ClearActionCX.com tel +1 408 687 9700