Driving CX Culture Change

Driving Customer-Centric Culture Change

Customer experience is about more than simply offering great service. It’s about delighting your customers during every interaction with your brand. Driving customer-centric changes into your organizational structure helps your business reach its full potential and sets you apart from your competitors.

Putting your customers at the core of your decision-making processes creates  lasting customer value and loyalty, and increase profitability. Heart of the Customer shares change management best practices to help you drive customer-focused change to transform the way you do business.

Are you building a culture of customer experience? Or a failed ignition switch?

There has been a lot to press about the General Motors failed ignition switch.  There are many lessons to be learned about quality and manufacturing. But the most important lesson is about culture.

Culture is your most powerful tool to create change. Exploiting your culture can drive significant improvements quickly. But culture can also stymy the best-laid plans. Witness Best Buy, which thrived in the 90s and early 2000s, driven by a culture of individual innovation. But this same culture also made it hard to react when the top competitors Circuit City and Ultimate Electronics went out of business, and the new challenge was from low-cost providers Amazon and Wal-Mart. Read more

Go analog to create customer empathy with a customer experience room

Customer Experience RoomThere’s no question about it – we live in a digital world. Checking our Facebook statuses, watching our videos, sending texts, our instincts are becoming digital.

Given that, it’s no surprise that many efforts at teaching about customers are also digital. Citrix created a digital customer room. YouTube channels are another common approach, as are intranets. Companies create all kinds of ways for employees to learn more about customers and their needs.

So why isn’t it working?  Why are companies still so disconnected from the needs of their customers? Read more

“Don’t try to change your culture. Exploit it.”

With this statement, the CXPA Insights Exchange was off and running.

This was just one of ten customer experience lessons learned that at Oracle shared by Jeb Dasteel, their Senior Vice President and Chief Customer Officer. But it’s the one that resonated with members, and was repeated throughout the conference. As just one bullet point in a longer speech, it didn’t get the attention it deserved. I would have loved it if he spent his entire keynote on just this one point.

Culture is a central customer experience challenge. You can’t seriously change your customer experience without factoring in your culture. We take on customer experience roles because we want to change the company – we want everybody to be as passionate about our customers as we are. And so we set about to change the culture. But perhaps we should focus more on exploiting what we already have. Read more