Trends Report

How To Build A Customer-Centric Culture

The Tools And Practices Behind Great Cultures

March 14th, 2014
Samuel Stern, null
Samuel Stern
Paul Hagen, null
Paul Hagen
With contributors:
Harley Manning , Dylan Czarnecki

Summary

A customer-centric culture is a system of shared values and behaviors that focus employees on delivering great customer experiences. Customer experience (CX) leaders can use three tools to craft a culture that is truly customer-centric: hiring, socialization, and rewards. How leaders apply these tools depends on where they are on their overall path to customer experience maturity. This report is an update to "How To Build A Customer-Centric Culture" originally published on November 19, 2010.

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