{"id":30948,"date":"2013-11-13T00:00:00","date_gmt":"2013-11-13T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/ten-ways-to-create-a-customer-centric-culture\/"},"modified":"2024-01-19T23:14:29","modified_gmt":"2024-01-19T23:14:29","slug":"ten-ways-create-customer-centric-culture","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-culture\/ten-ways-create-customer-centric-culture\/","title":{"rendered":"Ten Ways to Create a Customer-Centric Culture"},"content":{"rendered":"<a href=\"https:\/\/www.hyken.com\/customer-experience-2\/ten-ways-create-customer-centric-culture\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" id=\"image-preview-4314\" class=\"alignleft\" src=\"http:\/\/www.hyken.com\/wp-content\/uploads\/How-to-Create-a-Customer-Centric-Culture-Low-Res.jpg\" alt=\"customer-service-culture\" width=\"333\" height=\"400\" \/><\/a>How do you create a customer-centric culture?\u00a0 Start on the inside, with employees.\u00a0 I\u2019ve written and blogged a lot about this, and if this subject is important to you, I hope you\u2019ll read some of the articles on <a href=\"https:\/\/www.hyken.com\/blog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #0563c1;\"><span style=\"text-decoration: underline;\">CustomerServiceBlog.com<\/span><\/span><\/a>.\u00a0 In the meantime, here is a list that will help you create a customer-centric culture.\r\n<h3>10 Ways to Create Customer-Centric Culture<\/h3>\r\n<ol>\r\n \t<li><b>Define the customer service culture.\u00a0 <\/b>This is where customer-centricity begins.\u00a0 Start with the end in mind.\u00a0 What does the perfect customer service experience look like for your customer?\u00a0 From there, determine what will deliver that experience.<\/li>\r\n \t<li><b>Communicate the culture.<\/b>\u00a0 Do your employees really understand or know what your culture\/vision is all about?\u00a0 Make sure it is simple enough for all employees to understand \u2013 even memorize.<\/li>\r\n \t<li><b>Hire to the culture.<\/b>\u00a0 You have to have the right people in place, people who have both the skills and the attitude to take care of the customer.\u00a0 But there is more.\u00a0 You also need employees who have a personality that is in sync with the culture.\u00a0 That\u2019s different than attitude.\u00a0 Don\u2019t confuse the two of them.<\/li>\r\n \t<li><b>Train to the culture.<\/b>\u00a0 You may have hired great employees, but regardless of their amazing backgrounds, if you don\u2019t train them to your company\u2019s culture, you can\u2019t expect that they will be great for your company.\u00a0 Start training right away, focusing on soft skills, your customer service expectations and your core values.<\/li>\r\n \t<li><b>Everyone must participate in the training.<\/b>\u00a0 Everyone and that includes the leadership of an organization, must participate in the training.\u00a0 Think of the negative message that might be perceived if leadership is noticeably absent from customer service training, especially if it is being touted as something extremely important to the company.<\/li>\r\n \t<li><b>Model the behavior.<\/b>\u00a0 Everyone must step up and be a role model for others to emulate especially leadership.\u00a0 Treat each other with the same respect and dignity as you would the customer \u2013 maybe even more so.<\/li>\r\n \t<li><b>Empower everyone to be a customer service leader.\u00a0 <\/b>Once you define your customer service standards, don\u2019t encumber your employees with rules that get in the way.\u00a0 Instead, give them the power to do what it takes to meet and exceed those standards.<\/li>\r\n \t<li><b>Recognize others when they do it well.<\/b>\u00a0 Let people know they\u2019re doing a great job.\u00a0 The recognition may be the motivation they need to continue, or even better, to take it to the next level.<\/li>\r\n \t<li><b>Defend the culture when necessary.<\/b>\u00a0 It is everyone\u2019s job to defend the company\u2019s culture.\u00a0 If someone is not acting in sync with the customer service standards, you have a teaching opportunity.\u00a0 Grab it and use it to help the employee grow to be more successful in the future.<span style=\"font-family: Times New Roman; font-size: medium;\">\r\n<\/span><\/li>\r\n \t<li><b>Celebrate success.<\/b>\u00a0 When it is all working, let your people know.\u00a0 Employees love to be appreciated and respected.\u00a0 Celebrate when they are doing a great job.\u00a0 That doesn\u2019t mean a party every week.\u00a0 It may be recognition at a weekly meeting or a mention in the company newsletter.\u00a0 Or, maybe it is something big, like an annual awards dinner.<\/li>\r\n<\/ol>\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n<em>(Copyright \u00a9MMXIII, Shep Hyken)<\/em>","protected":false},"excerpt":{"rendered":"<p>How do you create a customer-centric culture?\u00a0 Start on the inside, with employees.\u00a0 I\u2019ve written and blogged a lot about this, and if this subject is important to you, I hope you\u2019ll read some of the articles on CustomerServiceBlog.com.\u00a0 In the meantime, here is a list that will help you create a customer-centric culture. 10 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6796],"tags":[4694,4852,4860],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ten Ways to Create a Customer-Centric Culture - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"How do you create a customer-centric culture? 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