Concepts, truths, and process for improving your customer's experience. Which will result in more loyal customers, increased ROI, and lower cost of sales. Additional resources provided.

1. © Michael J Galante All rights reserved. LinkedIn Profile
Building a Customer Centric Culture
Finance and
Administration
Senior
Management
Marketing
& Sales
Operations
Customer
Experience
Expectations
© Michael J Galante

2. © Michael J Galante All rights reserved. LinkedIn Profile
 Organizations are either highly focused on
their customers or they are not.
 Customer Experience
» The subjective impression customer’s take away
from their interactions along the buying journey.
 Expectations are either met or unmet based on the
sum total of those interactions.
The concept

3. © Michael J Galante All rights reserved. LinkedIn Profile
 Customer opinions are constantly being
shaped. They are never stagnant…
 The Customer Experience is either:
» Enhancing the value of your offering or its creating
a competitive disadvantage
» Accelerating your growth strategy or increasing
your cost of sales and customer acquisition
A business reality

4. © Michael J Galante All rights reserved. LinkedIn Profile
How it was invoiced
How the proposal
was written
How it was shipped
How it was built
What the
customer really wanted!
How it was designed
What do you mean we lost the account?

5. © Michael J Galante All rights reserved. LinkedIn Profile
Finance and
Administration
Senior
Management
Marketing
& Sales
Operations
Customer
Experience
Expectations
Barriers
Building a Customer Centric Culture
Barriers exist internally. Firms that prioritize and focus on internal issues – as
opposed to the customer experience – create larger and more complex barriers.
© Michael J Galante

6. © Michael J Galante All rights reserved. LinkedIn Profile
 Beliefs
» Customers and Profit, not Customers or Profit
» Show up in decisions, policies and processes
» Are to be communicated and internalized
 Behaviors/Attitudes
» We own the customer experience – enterprise wide as opposed to
just “Customer Service” or Sales
 Outcomes
» Tangible benefits once defined can be measured
» Intangibles can be tracked
Culture

7. © Michael J Galante All rights reserved. LinkedIn Profile
Finance and
Administration
Senior
Management
Marketing
& Sales
Operations
Customer
Experience
Expectations
Building a Customer Centric Culture
© Michael J Galante
Vision, Strategy, Resources
Key Support Functions
Accuracy is essential
Prioritize Workflow,
Deliverables, Logistics, ???
Initial Points of Contact
Own Customer Experience

8. © Michael J Galante All rights reserved. LinkedIn Profile
 Process shapes Organizational Behavior
» Based on customer needs, wants, buying motives
» Inspires people to respond
» Creates urgency to act
» Recognized as a journey, not a destination
 Without a Process
» Takes longer to implement change
» Fragmented efforts cause frustration
» Lose momentum and become obsolete
Culture

9. © Michael J Galante All rights reserved. LinkedIn Profile
» Internalize the concept
» Be proactive, not reactive
» Focus externally
» Listen intently – really, really listen
» Be inquisitive – ask meaningful questions
» Engage regularly – to learn more
» Collaborate (more) to share info
» Read documents with intent
» Respond with purpose, don’t just react
» Understand key drivers, goals, initiatives
» Accommodate the client
» Ask “why” more often
Best Practices

10. © Michael J Galante All rights reserved. LinkedIn Profile
» https://blog.hubspot.com/service/what-is-customer-
experience
» https://hbr.org/2007/02/understanding-customer-
experience
» https://www.hotjar.com/customer-experience/
» https://images.forbes.com/forbesinsights/StudyPDFs/
EY_The_Customer_Experience_REPORT.pdf
Additional resources