For Customer Experience Professionals

Communication, Training, And Routines: How Companies Socialize Customer Centricity

    Why Read This Report

    Companies can create a more customer-centric culture by socializing customer focus among all employees. Customer experience (CX) professionals must lead their organizations to communicate the importance of customer centricity, train employees to deliver the intended experience, and establish routines to reinforce customer centricity.
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    TABLE OF CONTENTS

    • Companies Don't Do What It Takes To Transform Their Cultures
    • Companies Must Socialize Customer Focus With All Employees
    • RECOMMENDATIONS

      Start Socializing Customer Focus Now
    • Supplemental Material
    • Related Research Documents