Custom
mer-Centric Culture
Engagin Employees & Customers
ng
Lynn Hunsaker
Strate
egic Customer Experience Mentor
Author:
• Metrics Yo Can Manage For Success
ou
• Customer Experience Improvement Momentum
r
• Innovating Superior Customer Experience
g
www.ClearAction.biz
See Creative Commons License: http://creativecommons.or
rg/licenses/by-nc-nd/3.0/us/
© 2009 ClearAction. All rights reserved.

What is C
Culture?
A group’s ways of
s
thinking and doing
• Set by management
• Reinforced by
attention and rewards
(and inverse)
© 2009 ClearAction. All rights reserved.

What is Custo
omer-Centric?
centric:
having a specific thing as the focus of attention & efforts
e
all other concerns
© 2009 ClearAction. All rights reserved.

Customer-Centricity is Rooted in Motives
Primary Secondary
Motives Motives
© 2009 ClearAction. All rights reserved.

Customer-Centricity is Rooted in Motives
Primary Secondary
Motives Motives
Get work done,,
get bonus &
get promotion
© 2009 ClearAction. All rights reserved.

Customer-Centricity is Rooted in Motives
Primary Secondary
Motives Motives
Make it easier & nicer Get work done,,
for customers get bonus &
to get & use solutions get promotion
© 2009 ClearAction. All rights reserved.

How Does Cul
lture Change?
1) Communication
) Vision Values
Consistent
2) Skills
3) Accountability
4) Systems
© 2009 ClearAction. All rights reserved.

How Does Cul
lture Change?
1) Communication
)
Te
echnical Soft
2) Skills
Proficient
3) Accountability
4) Systems
© 2009 ClearAction. All rights reserved.

How Does Cul
lture Change?
1) Communication
)
2) Skills
Rewards
R Penalties
3) Accountability
Fairness
4) Systems
© 2009 ClearAction. All rights reserved.

How Does Cul
lture Change?
1) Communication
)
2) Skills
3) Accountability
Pr
rocedures Tools
4) Systems
Accessibility
© 2009 ClearAction. All rights reserved.

How Does Cul
lture Change?
1) Communication
) nsistent Vision & Values
Con
2) Skills Pro
oficient Technical & Soft Skills
3) Accountability Fair Rewards & Penalties
4) Systems Acc
cessible Procedures & Tools
© 2009 ClearAction. All rights reserved.

Customer Service Ch
hamps (BusinessWeek Ranking)
Amazon.com
Amazon com
USAA Cadillac
Jaguar Amica
Lexus Enterprise
Ritz-Carlton American E
A i Express
Publix Trader Joe’s
Zappos JetBlue
Hewlett-Packard Apple
T.Rowe Price Charles Schwab
Ace Hardware BMW
Keybank True Value
Four Seasons LL Bean
Nordstrom Marriott
© 2009 ClearAction. All rights reserved.

Building a Custom
mer-centric Culture
© 2009 ClearAction. All rights reserved.

Building a Custom
mer-centric Culture
© 2009 ClearAction. All rights reserved.

Building a Custom
mer-centric Culture
© 2009 ClearAction. All rights reserved.

Customer-
-centricity
Engages E
E Employe & C t
l ees Customers
• Respect
Trust • Empower
• Hassles
Preven
nt • Waste
• Motives
Passio
on • Consistent
© 2009 ClearAction. All rights reserved.

Customer Experi
ience Resources
Podcasts clearaction.podomatic.co
clearaction podomatic co
om
Blog customerexperience.vox.com
blogtalkradio.com/customerexperience
blogtalkradio com/customerexperience
Every Month
slideshare.net/clearaction
slideshare net/clearaction
brighttalk.com/channels/2107/view
© 2009 ClearAction. All rights reserved.

© 2009 ClearAction. All rights reserved.

clearaction.biz/blog
clearaction biz/blog
© 2009 ClearAction. All rights reserved.

www.Clear
rAction.biz
© 2009 ClearAction. All rights reserved.

CEM Mentoring • Clearly see what’s needed to take immediate action
request advice at http://eepurl com/blpE
ttp://eepurl.com/blpE
© 2009 ClearAction. All rights reserved.

CEM Enabling • Clear the wa for company-wide action
ay
© 2009 ClearAction. All rights reserved.

eHandbooks • Rapid knowledge & dozens of techniques & tools
© 2009 ClearAction. All rights reserved.

Testim
monials
• “ClearAction taught us things that wouldn’t readily cross our minds
t
and has increased our efficiency & accuracy in many areas
y
• We highly recommend ClearActio as a business consultant”
on
• “ClearAction’s assistance was he
elpful
• We look forward to working together in future”
• “Lynn is a superb strategist, diagn
nostician, facilitator & team player
• She is the
Sh i th most k t knowledgeable p f
l d bl professional I k
i l know
in intertwining voice of the customer and marketing operations”
© 2009 ClearAction. All rights reserved.

CEM Mentoring • Cle
early see what’s
needed to take imm
mediate action
CEM Enabling • C
Clear the way
for
f organization-wide action
i ti id ti
1-877-CEM-RO toll-free
OI-4
1-408-687-97 direct
700
Lynn.Hunsaker@C
ClearAction.biz
© 2009 ClearAction. All rights reserved.

© 2008 ClearAction. All rights
reserved.

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