6 Steps to Creating a Customer-Focused Culture

Source: www.helpscout.net --- Wednesday, October 11, 2017
There are many great companies that are considered “rock stars” in customer service, regularly winning awards and accolades – Amazon, Apple, Nordstrom, Southwest Airlines and Zappos, for example. I’ve written quite a bit on the concept of a customer-focused culture . My basic premise is that you must start on the inside, with your employees. What’s happening on the inside is felt on the outside by customers, and to be the best place to buy from, you must first be the best company to work for. It comes down to something I refer to as the Employee Golden Rule : Do unto your employees as you want done unto the customer – or better! This concept is the key to creating a company that is customer-focused. To make this happen, I created a simple six-step process. It’s important to note that simple does not mean easy. These steps, especially one and three, will take time. A small company might be able to move through the process in a few months. A large enterprise with thousands of employees could take several years. With that in mind, here they are. Six steps to creating a customer-focused culture 1. Define your customer service vision This is where it begins. Leadership must create a vision that is easy to understand and remember. For example, the Ritz-Carlton has a credo which is nine words long: We are ladies and gentlemen serving ladies and gentlemen . Everyone who comes to work at the Ritz-Carlton knows and understands this vision ...

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