Trends Report

Communication, Training, And Routines: How Companies Socialize Customer Centricity

February 20th, 2014
SS
Samuel Stern
With contributors:
Harley Manning , Dylan Czarnecki

Summary

Companies can create a more customer-centric culture by socializing customer focus among all employees. Customer experience (CX) professionals must lead their organizations to communicate the importance of customer centricity, train employees to deliver the intended experience, and establish routines to reinforce customer centricity.

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