Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Building a Customer-Centric Culture

639 views

Published on

Listening to your customers, identifying their needs, and putting them first are all key components to building a customer-centric culture. Learn why a "service culture" is necessary in today’s organization, how your employees can become advocates, and the benefits of putting your customers first.

Published in: Business
  • Be the first to comment

Building a Customer-Centric Culture

  1. 1. Building a Customer-Centric Culture Today’s host Nichole Lemieux Senior Digital Experience Manager GlobalVirtualSales & Customer Success Cisco
  2. 2. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Customer success methodology People Process Platforms Content Analytics
  3. 3. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco SuccessHub On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub
  4. 4. Building a Customer-Centric Culture Today’s presenter Claire Burge CEO WNDYR www.claireburge.com www.wndyr.com Twitter | @claireburge
  5. 5. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Understanding chaos
  6. 6. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Reaching customers where they are Software as a service Push vs. place Active monitoring
  7. 7. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential The path ahead Digital disruption Digital transformation Human transformation
  8. 8. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Designing for dysfunction
  9. 9. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Client layers Medium (Layer 2) High (Layer 3) Low (Layer 1)
  10. 10. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Competitive advantage redefined Customer
  11. 11. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Thinking framework
  12. 12. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Process and systems Customer-centric sentiment Experience-creation Customer-centrality
  13. 13. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Learn in order to lead
  14. 14. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Chaos
  15. 15. @CiscoSuccessHub Let us know what you think! customersuccesstalk@external.cisco.com © 2018 Cisco and/or affiliates. All rights reserved. Cisco public.
  16. 16. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Upcoming sessions Free Range Data: From Models to Artificial Intelligence June 12, 2018 Learn how combining data science and artificial intelligence strengthens your competitive advantage. Play by Play:Your Customer Success Strategy June 26, 2018 Learn how to build success plans and playbooks to help your customers addresses opportunities and challenges throughout their journey. Sign up for a webinar © 2018 Cisco and/or affiliates. All rights reserved. Cisco public.

×