{"id":32272,"date":"2020-12-29T00:00:00","date_gmt":"2020-12-29T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-vibhas-ratanjee\/"},"modified":"2023-02-08T16:13:11","modified_gmt":"2023-02-08T16:13:11","slug":"amazing-business-radio-vibhas-ratanjee","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-vibhas-ratanjee\/","title":{"rendered":"Emotional Engagement and Customer Centricity with Vibhas Ratanjee"},"content":{"rendered":"<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li>Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction\u2014it\u2019s about an emotional connection with your customers.<\/li>\r\n \t<li>Leadership, culture, and talent are the three elements that gets everyone involved in an organization&#8217;s alignment.<\/li>\r\n \t<li>Customer-centric leaders immerse themselves in the customer experience and spend time on the frontlines of customer service.<\/li>\r\n \t<li>Give your customers a voice in your company. Actively involve them in problem-solving and give them a seat at the table.<\/li>\r\n \t<li>Leaders must model the company culture they wish to see.<\/li>\r\n \t<li>Customer centricity must be part of an organization\u2019s values. These values must be visible to all employees and felt by customers. Define the behaviors you wish to see and empower those frontline employees to deliver on those values.<\/li>\r\n \t<li>Even internal employees who may never directly interact with customers still have an impact on the customer experience. So, every employee must recognize their place in the customer journey.<\/li>\r\n \t<li>The three metrics that drive emotional engagement are: pride, passion, and confidence.<\/li>\r\n \t<li>Engaged employees lead to engaged customers. Fully engaged employees and customers translate into greater profit and success for your company.<\/li>\r\n \t<li>Service values are similar to core values. They define standards of service on how to delight customers and should ignite and inspire employees, not stifle their initiative.<\/li>\r\n \t<li>Recognize the difference between skill, talent, and knowledge. Skill can be transferred, knowledge can be learned, but talent is innate. Part of hiring right is finding that talent.<\/li>\r\n \t<li>Much of driving customer-centricity boils down to measurement. Measurement alone isn\u2019t enough, though\u2014you must use what you learn to improve the process and drive a better customer experience.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cA customer-centric culture is where everyone is engaged in creating engagement for our customer. That engagement is emotional engagement, not just satisfaction or loyalty.\u201d\r\n\r\n\u201cEven if you\u2019re behind the scenes, you need to know how you, directly and indirectly, impact the customer experience and customer engagement.\u201d\r\n\r\n\u201cEmotional engagement of employees and customers pays off in terms of tremendous financial value in the long term.\u201d\r\n\r\n\u201cA lot of the effort around driving customer-centricity boils down to measurement. It\u2019s what you do with that\u2014how you translate it to the front lines and use it to inspire and engage.\u201d\r\n<h3><strong>About:<\/strong><\/h3>\r\n<a href=\"https:\/\/leapsinleadership.com\/\" target=\"_blank\" rel=\"noopener\">Vibhas Ratanjee<\/a> is a Senior Practice Expert with <a href=\"https:\/\/www.gallup.com\/home.aspx\" target=\"_blank\" rel=\"noopener\">Gallup<\/a> who specializes in organizational development, culture change and executive-level engagement strategies. Vibhas is an executive coach and a leadership consultant to senior executives and CEOs, as well as a well-known speaker and author.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\">Shep Hyken<\/a> is a customer service and experience expert, <em>New York Times<\/em> bestselling author, award-winning keynote speaker, and your host of <em>Amazing Business Radio<\/em>.\r\n<h3><strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong><\/h3>\r\n<ol>\r\n \t<li><strong>What does it mean to be customer-centric?<\/strong><\/li>\r\n \t<li><strong>How can I build a customer-centric culture?<\/strong><\/li>\r\n \t<li><strong>What are service values and core values?<\/strong><\/li>\r\n \t<li><strong>How can I drive customer and employee engagement?<\/strong><\/li>\r\n \t<li><strong>How can I hire the best people for customer-facing roles?<\/strong><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction\u2014it\u2019s about an emotional connection with your customers. Leadership, culture, and talent are the three elements that gets everyone involved in an organization&#8217;s alignment. Customer-centric leaders immerse themselves in the customer experience and spend [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38141,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4649,4830,4937],"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>Emotional Engagement and Customer Centricity with Vibhas Ratanjee - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"A customer-centric culture is one where everyone is engaged in creating engagement for our customer. That engagement is emotional engagement.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-vibhas-ratanjee\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Emotional Engagement and Customer Centricity with Vibhas Ratanjee - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"A customer-centric culture is one where everyone is engaged in creating engagement for our customer. 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