Customer-Centric Culture: Engaging Employees & Customers

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For an updated version of this presentation: https://www.slideshare.net/clearaction/customercentric-culture-engaging-employees-customers-125745762 True customer focus is elusive, as internal realities often overshadow customer considerations in day-to-day decisions and behaviors. To get beyond lip-service a major shift in organizational culture is necessary. Learn how to channel leadership and employee engagement to intersect with expectations and long-term well-being of customers. See https://ClearAction.com

Business Formation

www.ClearActionCX.com
Customer Centric Culture
Engaging Employees & Customers

What is Culture?
© Copyright ClearAction LLC. All rights reserved.
• Set by management
• Reinforced by
attention and rewards
(and inverse)
A group’s ways of thinking
and doing

all other concerns
What is Customer-Centric?
centric:
having a specific thing as the focus of attention & efforts
© Copyright ClearAction LLC. All rights reserved.

Are You Really Customer-Centric?
59%
75%
Our Service is
Above-Average
Your Service
Left Me
Somewhat
to Extremely
Dissatisfied
© Copyright ClearAction LLC. All rights reserved.

Primary
Motives
Secondary
Motives
Customer-Centricity is Rooted in Motives
© Copyright ClearAction LLC. All rights reserved.

Primary
Motives
Secondary
Motives
Get work done,
get bonus &
get promotion
Customer-Centricity is Rooted in Motives
© Copyright ClearAction LLC. All rights reserved.

Primary
Motives
Secondary
Motives
Make it easier & nicer
for customers
to get & use solutions
Get work done,
get bonus &
get promotion
Customer-Centricity is Rooted in Motives
© Copyright ClearAction LLC. All rights reserved.

How Does Culture Change?
1) Communication
2) Skills
3) Accountability
4) Systems
Vision Values
Consistent
© Copyright ClearAction LLC. All rights reserved.

ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.

ClearActionCX.com
If You Like These Concepts, Get the Book!
© Copyright ClearAction LLC. All rights reserved.
>30 Tools &
Techniques
Step-by-Step
Guidelines

ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
© Copyright ClearAction LLC. All rights reserved.
Partial List
Send us a note:
OptimizeCX@ClearActionCX.com

OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
CustomerExperienceOptimization

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Organisational success today depends on effective communication and collaboration with individuals from cultures with varying beliefs and practices. Indeed, with the workforce increasingly comprised of people of varying cultural backgrounds, leaders must now prioritise the significance of cultural competence in the workplace. Ensuring cultural competence at every level of your organisation cannot be understated. While cultural disparities can manifest in different ways, as a leader, you must build deep and nuanced cultural competence skills and education to accurately spot, address and alleviate the various scenarios that can arise. Failing to recognise the importance of cultural competence or not acting to improve it can lead to cultural negligence. There are a few things to consider to ensure your organisation is on the right track. In this deck, you'll understand the importance of building cultural competence in the workplace. You'll also learn • The three (3) dimensions of Cultural Competence in the workplace • Key strategies to build a culturally competent workforce • Major benefits you stand to gain by having a culturally competent team.

Cracking the Cultural Competence Code.pptx

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