Love Your Customers and Create a Customer Focused Culture in the process. There are 6 Keys to a Customer Focused Culture: 1. Love Your Customers 2. Engage Employees (aka: Love Your Employees) 3. Train for Excellence 4. Communicate Effectively 5. Measure What's Important 6. Celebrate Every Tiny Victory

1. LOVE YOUR
CUSTOMERS
CTR
CULTURE TRANSFORMATION RESOURCES PRESENTS
AND CREATE A CUSTOMER FOCUSED CULTURE IN THE PROCESS.

2. KEYS TO A
CUSTOMER
FOCUSED
CUTLURE
TOOLS FOR EVERY LEADER
1. Love Your Customers
2. Engage Employees
3. Train for Excellence
4. Communicate Effectively
5. Measure What's Important
6. Celebrate Every Victory
6

3. LOVE YOUR
CUSTOMERS INCLUDE
CUSTOMER LOVE
IN YOUR
RECRUITING AND
ONBOARDING
KNOW YOUR
CUSTOMERS
STAY UPDATED
LISTEN
AND MAKE TIME
FOR YOUR
CUSTOMERS
MAKE IT A PART OF YOUR BUSINESS
1.

4. 68%
OF CUSTOMER
DEFECTION IS DUE
TO A PERCEPTION
OF INDIFFERENCE
OR UNCARING.

5. ALWAYS MAKE YOUR
CUSTOMERS FEEL
SPECIAL.
CUSTOMER LOVE

6. PEOPLE WILL
FORGET WHAT YOU
SAID, PEOPLE WILL
FORGET WHAT YOU
DID, BUT PEOPLE
WILL NEVER FORGET
HOW YOU MADE
THEM FEEL.
MAYA ANGELOU

7. PERSONALIZE
EVERY
CONVERSATION
THE KEY IS IN THEIR NAME.

8. REMEMBER THAT A
PERSON'S NAME IS TO
THAT PERSON THE
SWEETEST AND MOST
IMPORTANT SOUND IN
ANY LANGUAGE.
DALE CARNEGIE

9. TOPICS
SEVEN
CUSTOMERS LOVE TO
TALK ABOUT
FAMILY
PETS
HOBBIES
SPORTS
COLLEGES
VACATIONS
WHERE GREW UP

10. engage employees
2.
aka: Love Your Employeess

11. ENGAGE
EMPLOYEES
HIRE FOR CULTURE
FIT VS. JOB FIT
(PERSONALITY VS.
SKILL)
HIRE HAPPY PEOPLE
ENSURE JOB
DESCRIPTIONS
REQUIRE CUSTOMER
FOCUS
LISTEN TO EMPLOYEE
FEEDBACK AND
IDEAS
CUSTOMER LOVE STARTS WITH
EMPLOYEE LOVE.

12. LOYAL PASSIONATE EMPLOYEES
BRING A COMPANY AS MUCH
BENEFIT AS LOYAL, PASSIONATE
CUSTOMERS.
THEY STAY LONGER, WORK
HARDER, WORK MORE CREATIVELY,
AND FIND WAYS TO GO THE EXTRA
MILE.
ROB MARKEY, BAIN CONSULTING

13. train for excellence
3.

14. AN ORGANIZATION'S
ABILITY TO LEARN,
AND TRANSLATE THAT
LEARNING
INTO ACTION RAPIDLY,
IS THE ULTIMATE
COMPETITIVE
ADVANTAGE.
JACK WELCH

15. TRAIN CUSTOMER LOVE
Customer
Service
Standards
Key Customer
Moments
Customer
Focused
Habits

16. HABIT:
PROVIDE A WARM
WELCOME
CUSTOMER FOCUSED HABITS
ACKNOWLEDGE
IMMEDIATELY
SMILE AND
MAKE EYE
CONTACT
STAND AND
GREET
GREET WITH A
WARM
ENTHUSIASTIC
WELCOME

17. WE ARE WHAT WE
REPEATEDLY DO.
EXCELLENCE, THEN, IS
NOT AN ACT, BUT A
HABIT.
ARISTOTLE

18. communicate effectively
4.

19. THE
COMMUNICATION
PIE
Communicate Effectively using all elements of
your Voice, Words and Non-Verbals (Body
Language, Smile, Facial Expressions)
Source: Albert Mehrabian
Non-Verbal
55%
Voice
38%
Words
7%

20. WHAT YOU DO
SPEAKS SO
LOUDLY THAT I
CANNOT HEAR
WHAT YOU SAY.
RALPH WALDO EMERSON

21. S
SMILE
"A warm smile is the universal language of kindness."
William Arthur Ward

22. VOICE
QUALITIES
IT'S NOT WHAT WE SAY BUT HOW WE SAY
IT. CHANGE YOUR TONE OF VOICE AND
SEE THE CHANGE IN YOUR LIFE.
TONE
RATE
VOLUME
PITCH
INFLECTION

23. WORDS
LOVE YOUR CUSTOMERS WITH
THAT ARE POSITIVE AND PROFESSIONAL,
ALWAYS GRACIOUS

24. BEWARE

25. WORDS
FIVE
CUSTOMERS LOVE
DEFINITELY
SURELY
ABSOLUTELY
CERTAINLY
FANTASTIC

26. "WHAT GETS
MEASURED, GETS
MANAGED."
"WHAT GETS
MEASURED AND
REWARDED, GETS
DONE REALLY
WELL."
PETER DRUCKER
CTR
5. MEASURE

27. 6. CELEBRATE

28. C CELEBRATE
CELEBRATE. THANK.
REWARD. ACKNOWLEDGE.
SHARE THE CREDIT. BE
HUMBLE IN YOUR SUCESS
AND KNOW ALL SUCCESS
IS A GIFT TO BE SHARED.
-CTR

29. IF YOU GET CULTURE
RIGHT, MOST OF THE
OTHER STUFF, LIKE GREAT
CUSTOMER SERVICE ...
AND EMPOWERING
PASSIONATE EMPLOYEES
AND CUSTOMERS, WILL
HAPPEN ON ITS OWN.
TONY HSIEH, ZAPPOS

30. CTR
LET US HELP YOU
LOVE YOUR CUSTOMERS!
Ms. Andre Harris, President
Andre@CTRConsultingServices.com
www.CTRConsultingServices.com
1-877-287-1236
Culture Transformation Resources