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6 Ways To Create A Powerful Customer-Centric Culture
by Dean Iodice on November 13, 2013
Now more than ever customers are hungry for great service. It’s what separates you from everyone else. Assuming the technical end of your service is the best it can be and by technical I mean the work, the service you provide. Nowadays doing good work is not enough, you MUST HAVE great customer service as well. When these two things work together is when you have greatness. So how do you get there? Creating a customer-centric culture is how it all starts within. Creating great customer service is so much more than throwing a customer service book at your employees and saying let’s be great.
Here are 6 ways to create a powerful customer-centric culture
Begin with the end in mind. What does the perfect customer service picture look like for your customers? Then simply determine how to deliver that experience each and everytime.
Does your team understand the goal? Do you have a mantra for your customer service and does everyone on your team understand it and live it?
When hiring think about the customer service culture, sometimes the person with the biggest skill set is the worst customer communicator and as good as their skills are they could be a thorn in your side killing your culture.
Everybody must be trained to the culture, even if they were just hired and have a ton of customer service skills. Everyone on your team must be within the same mindset.
From upper management to the mail room. Without it you have no culture.
Everyone loves to be appreciated and respected. Celebrate customer service successes in your company. When you create rock stars in your company you have a customer-centric culture than will keep business rolling in forever. If you are of that old world mindset that you are the boss and I pay them, they will do the job right without celebration then you are setting yourself up for failure. I see it all the time, the know it all attitude that we have been doing it this way for 50 years blah blah blah. It does not work anymore, show respect for your team and the benefits will come.
Start today and preach it everyday it will change your business forever.
Tagged as: company culture, customer service, Customer-Centric Culture
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