Customer Experience Strategy: Build a Customer-Centric Culture
42mBeginner2023-05-01
Authors
Sam Stern
Course details
If you want employees to deliver a great customer experience, it’s important to build a customer-centric culture around them. In this course, learn how to build a culture focused on your customers, with LinkedIn customer experience expert Sam Stern. Sam shares the nuts and bolts of how to transform your business into one that's obsessed with customers and the customer experience. Sam shares his practical strategies, including how to: link your company culture to customer experiences; drive culture change; write a “why” statement for your culture transformation; gain executive support for culture transformation; and how to do a "bright spots" analysis to uncover existing customer-centric success stories.
Skills covered
Customer Service ManagementHR StrategyCustomer ServiceHuman ResourcesDeep Dive (X:Y)
Concepts
Introduction
- Build a customer-centric culture
Why Culture Change Is So Important
- Customer-centric culture is critical for great CX
- Five steps that support customer-centric culture change
- Find your compelling why for culture transformation
- Secure executive support to lead your culture transformation
Supporting Employees' Behavior Change
- Recognizing employees for customer-centricity
- Spot indicators of progress towards customer-centricity
- Bright spot analysis drives culture change
- How to conduct bright spot analysis
Removing Barriers to Customer-Centricity
- Transformation checklist for customer-centric culture
- Training for customer-centricity
- Barriers to customer-centricity
- Removing barriers to customer-centricity
Conclusion
- Continuing your customer-centric culture change