3 Tips for Creating a Customer-Centric Culture

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3 Tips for Creating a Customer-Centric Culture

  1. 1. ©2014 Satrix Solutions 1 Three tips for creating a true customer-centric culture.
  2. 2. ©2014 Satrix Solutions 2 At the heart of every customer-centric organization are its people.
  3. 3. • Empathetic • First-rate listening skills • The “golden rule” mindset The behavioral attributes required of your employees: ©2014 Satrix Solutions 3
  4. 4. How can you ensure you’ve got the right people to be a leading customer service organization? 4 ©2014 Satrix Solutions
  5. 5. 1. Hire people with high EQ (emotional intelligence) 5 ©2014 Satrix Solutions
  6. 6. Better listeners Proactive Positive in face of stress High EQ individuals exhibit behaviors necessary for building a strong culture: ©2014 Satrix Solutions 6 High EQ is a Good Predictor of Success
  7. 7. • High EQ employees routinely outperform colleagues and were less likely to leave the organization. Research shows: ©2014 Satrix Solutions 7
  8. 8. 8 ©2014 Satrix Solutions 2. Encourage employees to “walk a mile” in the customers’ shoes.
  9. 9. Anticipate customer needs Ask the right questions Empower employees Strive to create a company-wide culture of empathy: ©2014 Satrix Solutions 9 Engage with Customers on a Deeper Level
  10. 10. 10 ©2014 Satrix Solutions 3. Foster a culture of teamwork and sharing.
  11. 11. Map the customer journey Seek employee input Close the loop with everyone Establish an environment where everyone is encouraged to contribute to the process. ©2014 Satrix Solutions 11 Embrace Transparency and Share Success Stories
  12. 12. Hiring the right people can make a difference. 12 ©2014 Satrix Solutions
  13. 13. Celebrate employees who emulate positive personality traits and coach others on how to effectively listen to the customer. Read more at: http://www.1to1media.com/weblog/2011/11/outbehave_the_competition_with.html 13 ©2014 Satrix Solutions
  14. 14. • Customer Satisfaction Survey • Net Promoter Score® Survey • Customer Advisory Board • Sales Win / Loss Analysis About Satrix Solutions • Culture Alignment Programs • Employee Satisfaction Survey • Employee Net Promoter Score • Employee Engagement We measure success by the results our clients achieve. Our customized feedback programs and flexible approach incorporates best practices obtained from our extensive experience to introduce discipline, rigor, and metrics to your feedback efforts. Customer and Employee Feedback Programs ®Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld 14

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