Page 40 - Warwickers Customers Count vflip2

service Create a 40 culture Organisations that deliver great customer experiences start with a great customer experience culture. Culture is about a set of shared attitudes, values, and practices. When it comes to business, it’s about how those shared beliefs translate into the behaviours of the organization and its employees. Culture is observable. Here are the five most important characteristics of a great customer experience culture: Passion Passion for customer experience is the fuel that powers customer centricity. Passion can be positively infectious. It can light a wildfire within a team. But it’s not just about CUSTOMER EXPERIENCE cheerleading. It’s about determination and focus. There is a natural inclination to follow the path of least resistance. There is a natural inclination to be lazy. Passion is always championing doing the right thing for the customer and summoning the energy required to do it. Passion brings customer experience to life. When you hire new members to the customer experience team, hiring for passion should be near the top of the checklist. Communication You need to bring an entire organization along for the ride with you. Employees in SERVICE CUL organisations with immature customer experience practices may not understand why being customer focused is good for business. They may try to ignore your team and at TURE worst, block your efforts to affect positive change. In mature customer experience organizations, everyone needs to stay connected to the vision and mission to understand where they fit into the big picture, what’s changing, and why. Communication is the key. And it’s pretty simple. Craft your message. Create a communication plan – who, what, when, and where. And then deliver that message. Then do it over and over again. Master the art of storytelling. Measure the outcomes.