How To Build A Customer-Centric Culture
The Tools And Practices Behind Great Cultures
March 14, 2014
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
- Evolve Your Culture In Lockstep With Your Level Of CX Maturity
WHAT IT MEANS
- Customer-Centric Culture Provides Competitive Advantage
- Supplemental Material
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