Customer-Centric Culture: Engaging Employees & Customers

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  • + clearaction ClearAction LLC 1 month ago
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Customer-Centric Culture: Engaging Employees & Customers - Presentation Transcript

  1. 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.
  2. 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.
  3. 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.
  4. Customer-Centricity is Rooted in Motives Primary Secondary Motives Motives © 2009 ClearAction. All rights reserved.
  5. Customer-Centricity is Rooted in Motives Primary Secondary Motives Motives Get work done,, get bonus & get promotion © 2009 ClearAction. All rights reserved.
  6. 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.
  7. How Does Cul lture Change? 1) Communication ) Vision Values Consistent 2) Skills 3) Accountability 4) Systems © 2009 ClearAction. All rights reserved.
  8. How Does Cul lture Change? 1) Communication ) Te echnical Soft 2) Skills Proficient 3) Accountability 4) Systems © 2009 ClearAction. All rights reserved.
  9. How Does Cul lture Change? 1) Communication ) 2) Skills Rewards R Penalties 3) Accountability Fairness 4) Systems © 2009 ClearAction. All rights reserved.
  10. How Does Cul lture Change? 1) Communication ) 2) Skills 3) Accountability Pr rocedures Tools 4) Systems Accessibility © 2009 ClearAction. All rights reserved.
  11. 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.
  12. 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.
  13. Building a Custom mer-centric Culture © 2009 ClearAction. All rights reserved.
  14. Building a Custom mer-centric Culture © 2009 ClearAction. All rights reserved.
  15. Building a Custom mer-centric Culture © 2009 ClearAction. All rights reserved.
  16. 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.
  17. 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.
  18. © 2009 ClearAction. All rights reserved.
  19. clearaction.biz/blog clearaction biz/blog © 2009 ClearAction. All rights reserved.
  20. www.Clear rAction.biz © 2009 ClearAction. All rights reserved.
  21. 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.
  22. CEM Enabling • Clear the wa for company-wide action ay © 2009 ClearAction. All rights reserved.
  23. eHandbooks • Rapid knowledge & dozens of techniques & tools © 2009 ClearAction. All rights reserved.
  24. 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.
  25. 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.
  26. © 2008 ClearAction. All rights reserved.
  27. Why Not Share This? BookMark it eMail it Easy access for you! Introduce me to your boss or colleague! Write W it on my wall ll Fave it! Follow me! Add me to your contacts! Tweet it Embed in a blog or Facebook k! Please note that this presentation is protected by Creative Commons License (see http://creativecommons.org/licenses/by-nc-nd/3.0/us/), which lets you know you can share it with others as long as you do not alter it in any way, nor use it for commercial purposes.

+ ClearAction LLCClearAction LLC, 2 months ago

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