6 Steps to Creating the Customer-Focused Culture

HOUSEKEEPING
- The recording of today’s presenta>on will be
available on cxweek.com
- Join the conversa>on on TwiHer by twee>ng
@Qualtrics using #cxweek

How to Create a Customer-Centric Culture
In just a few minutes the Webinar will begin.
While you wait, here is some information about your presenter…
The “Official” (and somewhat boring) Shep Hyken Bio:
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a
speaker and author, Shep works with companies and organizations who want to build
loyal relationships with their customers and employees. His articles have been read in
hundreds of publications, and he is the New York Times and Wall Street Journal
bestselling author of Amaze Every Customer Every Time, The Amazement Revolution,
The Cult of the Customer, Moments of Magic®, and The Loyal Customer. He is also the
creator of The Customer Focus™ program, which helps clients develop a customer
service culture and loyalty mindset.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds
of clients ranging from Fortune 100 size organizations to companies with less than 50
employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T,
AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s!
(CPAE, or the Council of Peers Award for Excellence, is the National Speakers
Association’s Speaker Hall of Fame award for lifetime achievement in the area platform/
speaking excellence. CSP is the international designation for Certified Speaking
Professionals and is awarded to individuals for certain achievements and education in
the speaking profession.)

How to Create a
Customer-Centric
Culture
Copyright ©MMXV– Shep Hyken, Shepard Presentations, LLC
(314) 692-2200 shep@hyken.com www.hyken.com

What makes great
companies so great?
It’s Not Just the Product

If it were just the product…

•  89 percent of consumers have stopped doing business with
a company after experiencing poor customer service.
(RightNow Customer Experience Impact Report)
•  A 10 percent increase in customer retention levels results in
a 30 percent increase in the value of the company. (Bain &
Company)
•  More than half of consumers (55 percent) have intended to
conduct a business transaction or make a purchase, but
decided not to because of a poor service experience.
(American Express)
Social Proof
•  89 percent of consumers have stopped doing business with
a company after experiencing poor customer service.
(RightNow Customer Experience Impact Report)

•  A 10 percent increase in customer retention levels results in
a 30 percent increase in the value of the company. (Bain &
Company)
Social Proof

Social Proof
•  More than half of consumers (55 percent) have intended to
conduct a business transaction or make a purchase, but
decided not to because of a poor service experience.
(American Express)

The stock market is an indicator as well.
$100 investment in the ACSI
fund from April 2000 to April
2012 was $490, a gain of 390
percent.
The S&P 500
returned $93,
a 7 percent
loss.
(CFI Group)

The “Why”
Customer-centric companies empower employees to make decisions that are
beneficial to the customer.

The “Why”
Hire the right people who fit the culture and align with the organization’s core
values, mission and vision.

Customer-centric companies invest into soft skills training that includes
customer service and relationship building.
The “Why”

The “Why”
Customer-Centric companies know the importance of keeping employees
engaged and enthusiastic.

The How:
6 D’s to Creating a
Customer Centric Culture
D
6

Define It

Disseminate It

Deploy It
It’s time to be AMAZING!

Demonstrate It

Defend It

Delight in It

Internal Customers
Shipping and Receiving
Manufacturing
Office Responsibilities
Anyone behind the scenes

Final Thoughts

Moments of Magic®
How to Create an Amazing
Customer Service Experience
For more information about Shep Hyken go to:
www.Hyken.com
Connect with Shep….
Twitter: www.twitter.com/hyken
LinkedIn: www.linkedin.com/in/shephyken
YouTube: www.youtube.com/shephyken
Facebook: www.facebook.com/ShepHykenSpeaker

iPhone Apps
Free iPhone and Android apps
available:
Shep Hyken app
Cult of the Customer app
Moments of Magic app
Don’t have an iPhone or Android?
Go to:
http://www.hyken.com/app

The Customer Focus™ online/virtual training brings our
best customer service training direct to your computer, smartphone, or tablet.
It is all about creating an amazing customer experience. And, creating customer amazement
isn’t hard. It’s something we can all do, and be good at. And, not just good but amazing!
Delivering amazing customer service isn’t just for people on the front-line or in customer-facing
jobs. It’s everybody’s job, from the CEO to the most recently hired employee. Because…
Customer Service isn’t a department; it’s a philosophy.
ü  Take the training when it is convenient for you! You
can work for ten or fifteen minutes, come back the
next day and pick up where you left off.
ü  Managers or supervisors can be given
“administrative rights” and can track, measure and
monitor the progress of each learner.
For more information, please visit:
www.ShepardVirtualTraining.com
or call us at 314-692-2200.
**Substantial discounts offered to for corporate pricing**

Moments of Magic®
How to Create an Amazing
Customer Service Experience
For more information about Shep Hyken go to:
www.Hyken.com
Connect with Shep….
Twitter: @hyken (www.twitter.com/hyken)
LinkedIn: www.linkedin.com/in/shephyken
YouTube: www.youtube.com/shephyken
Facebook: www.facebook.com/ShepHykenSpeaker

HOUSEKEEPING
Thank you for joining.

Don’t miss the next CX Week presenta>on:

Crea>ng an Iconic Customer Experience
Interview with Bob Kharazmi; COO Ritz Carlton

6 Steps to Creating the Customer-Focused Culture

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