How To Hire And Onboard Customer-Centric Employees
November 20, 2013
Why Read This Report
Companies can become more customer-centric by hiring employees who inherently want to serve customers and then getting them off to the right start. Customer experience (CX) professionals can do this by partnering with their human resources (HR) department and hiring manager colleagues to transform the ways they screen, interview, and onboard new employees. Together they'll need to rewrite job descriptions and careers sections of websites, adopt behavioral interview techniques, and create interview guides that ask candidates the right questions. When new hires start, the team needs to onboard them with the help of training materials that reinforce the organization's customer-centric values.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Customer-Centric Cultures Drive Customer Experience Success
- Companies Can Hire And Onboard Customer-Centric Employees
- Start Hiring Customer-Centric Employees Now
WHAT IT MEANS
- Hiring Becomes A CX Differentiator
- Supplemental Material
- Related Research Documents
How Real-Time Analytics Enables Digital Intelligence
January 10, 2013 | Joe Stanhope
Key Takeaways From Forrester's 2013 Customer Experience Forum: Engage Employees
September 24, 2013 | Amelia Sizemore
Mapping The Employee Journey
July 27, 2016 | Samuel Stern