The Culture Problem

One of the most essential aspects of customer service and the customer experience is culture. I've published many articles on the subject and included a chapter on it in my newest book, I'll Be Back: How to Get Customers to Come Back Again and Again, which is now available. (Insert shameless plug here: Get it now!)

Customer service is not a department, as I have long believed. It's a mentality that should be shared by everyone in a company. It is ingrained in the company's culture.

I previously discussed six stages to establishing a customer-centric culture. These are still the correct actions to do. However, I'd want to complement this strong process with some ideas from the new book.

There are six stages to establishing a customer-centric culture:

  • Principle One: To win, everyone needs to be in it — As I previously said, customer service is a concept that everyone should embrace. Everyone must be on board with the CEO's vision and description of the company's culture.
  • Principle Two: Follow the "Employee Golden Rule" - One of my favorite ideas is to treat your workers as you would like to be treated by a customer. Employees will treat others, especially customers, in the same manner that leaders and managers treat them.
  • Principle Three: Empower individuals - We employ people for their abilities, therefore it seems to reason that we should let them to put those abilities to work for their internal and external clients.
  • Principle Four: Write it down — This is related to Principle One. Make a concise and easy-to-remember description of what customer service in your company entails. It should be no more than one sentence long. We live by three words at Shepard Presentations: Always Be Amazing! We want to be great for our clients, and we want to educate them how to be amazing for their customers, clients, and guests, among other things.
  • Principle 5: Leadership sets the tone for the company's culture. Leaders not only set the tone for the company's culture, but they also act as role models for the rest of the workforce. They must act in accordance with their vision for how workers and customers should be handled.
  • Principle Six: Employ and assign for astonishment - If you want to create the proper culture, you must hire the appropriate individuals. They must understand their responsibilities and how they affect the wonderful client experience you aim to offer after they've been recruited.
  • Principle Seven: Make sure there's a competent coach — When I look at the greatest teams in company, whether they're customer care teams, sales teams, finance teams, or anything else, I see that they all have strong leaders. A really effective team's leader is similar to a professional sports team's coach. They inspire, coach, and develop their teams to achieve their goals.

That's all there is to it. A list of the seven principles that will help your company become more customer-centric. Also, get your consumers to say, "I'll be back!"

Thanks to Shep Hyken at Business 2 Community whose reporting provided the original basis for this story.

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