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For Customer Experience Professionals

How To Build A Customer-Centric Culture

The Tools And Practices Behind Great Cultures

March 14, 2014

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Why Read This Report

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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Table of Contents

  • Most Company Cultures Aren't Customer-Centric
  • Build Customer-Centric Culture To Sustain Great Customer Experience
  • RECOMMENDATIONS

  • Evolve Your Culture In Lockstep With Your Level Of CX Maturity
  • WHAT IT MEANS

  • Customer-Centric Culture Provides Competitive Advantage
  • Supplemental Material
  • Related Research Documents

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