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 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

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  • Dear Lynn, this is the excellent smartly structured presentation! I strongly recommended and still recommend Lynn and her ClearAction LLC to all top managers who are going to improve their business towards its core engine - CUSTOMER! Lynn is the best professional whom I ever knew in the area of customer management and engagement. Ask her to help you as we are already living not in the epoch of information but CUSTOMER! Aren't we, Lynn?
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Customer-Centric Culture: Engaging Employees & Customers

  1. 1. www.ClearActionCX.com Customer Centric Culture Engaging Employees & Customers
  2. 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. 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. 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. 5. Primary Motives Secondary Motives Customer-Centricity is Rooted in Motives © Copyright ClearAction LLC. All rights reserved.
  6. 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. 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. 8. How Does Culture Change? 1) Communication 2) Skills 3) Accountability 4) Systems Vision Values Consistent © Copyright ClearAction LLC. All rights reserved.
  9. 9. Proficient How Does Culture Change? Technical Soft © Copyright ClearAction LLC. All rights reserved. 1) Communication 2) Skills 3) Accountability 4) Systems
  10. 10. Fairness How Does Culture Change? Rewards Penalties © Copyright ClearAction LLC. All rights reserved. 1) Communication 2) Skills 3) Accountability 4) Systems
  11. 11. Accessibility How Does Culture Change? Procedures Tools © Copyright ClearAction LLC. All rights reserved. 1) Communication 2) Skills 3) Accountability 4) Systems
  12. 12. How Does Culture Change? Consistent Vision & Values Proficient Technical & Soft Skills Fair Rewards & Penalties Accessible Procedures & Tools © Copyright ClearAction LLC. All rights reserved. 1) Communication 2) Skills 3) Accountability 4) Systems
  13. 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 Cadillac Amica Enterprise American Express Trader Joe’s JetBlue Apple Charles Schwab BMW True Value LL Bean Marriott © Copyright ClearAction LLC. All rights reserved.
  14. 14. Customer-Centricity Engages Employees & Customers Trust Prevent Passion • Respect • Empower • Hassles • Waste • Motives • Consistent © Copyright ClearAction LLC. All rights reserved.
  15. 15. Do you like these concepts? Let us help you master them to increase your company’s growth! Contact us today: OptimizeCX@ClearActionCX.com tel +1 408 687 9700
  16. 16. ClearAction clients praise our insights on actionability & engagement “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.” “The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed.” “ClearAction is very dependable and detail-oriented, and has an extremely high sense of integrity. There's no question ClearAction will do what's needed to ensure the work is done correctly and the client's best needs are taken into account.” © Copyright ClearAction LLC. All rights reserved. Page 16
  17. 17. Consulting Roles We have provided ClearWisdom™ to dozens of companies Partial List© Copyright ClearAction LLC. All rights reserved. Page 17
  18. 18. 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/cx-podcasts e-books available at ClearActionCX.com/cx-books or Amazon Kindle: Metrics You Can Manage For Success Customer Experience Improvement Momentum Innovating Superior Customer Experience white paper available at ClearActionCX.com/cx-articles Employee Engagement in Superior Customer Experience: 4 Overlooked Key Competencies for Sustainable Results Resources about customer experience optimization See more at http://ClearActionCX.com/best-practices © Copyright ClearAction LLC. All rights reserved. Page 18
  19. 19. © Copyright ClearAction LLC. All rights reserved. Page 19
  20. 20. For More About Customer Experience: www.ClearActionCX.com/best-practices OptimizeCX@ClearActionCX.com tel +1 408 687 9700

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