Building a Customer-centric Culture From the Frontlines to the C-suite
Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture.
“If your frontline staff doesn’t see the company’s vision, doesn’t feel like their insights matter, or know that their leadership values them, aligned behaviors towards customer-centricity won’t happen.”
“Why spend money on advertising and representing what the company stands for if it is not the experience that the customer gets when they interact with you?”
“There must be consistent, enjoyable, enthusiasm-building, and memorable training to strengthen a customer-centric culture.”
“Instead of telling your employees how lucky they are to be working for your company, let them know how blessed the company is to have them.”
“Take off the bib and put on the apron. Don’t show up to work wearing a bib and look for someone to make your life easier. Come to work wearing an apron and be ready to serve.”
Diane S. Hopkins is a Certified Experience Economy Expert, healthcare strategy consultant, and author of Unleashing the Chief Moment Officers and It’s Hard to be Easy. She also co-authored Advice from a Patient and Wake Up and Smell the Innovation.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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