Why Read This
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.