Love Your Customers and Create a Customer Focused Culture in the process. There are 6 Keys to a Customer Focused Culture:
1. Love Your Customers
2. Engage Employees (aka: Love Your Employees)
3. Train for Excellence
4. Communicate Effectively
5. Measure What's Important
6. Celebrate Every Tiny Victory
2. KEYS TO A
CUSTOMER
FOCUSED
CUTLURE
TOOLS FOR EVERY LEADER
1. Love Your Customers
2. Engage Employees
3. Train for Excellence
4. Communicate Effectively
5. Measure What's Important
6. Celebrate Every Victory
6
11. ENGAGE
EMPLOYEES
HIRE FOR CULTURE
FIT VS. JOB FIT
(PERSONALITY VS.
SKILL)
HIRE HAPPY PEOPLE
ENSURE JOB
DESCRIPTIONS
REQUIRE CUSTOMER
FOCUS
LISTEN TO EMPLOYEE
FEEDBACK AND
IDEAS
CUSTOMER LOVE STARTS WITH
EMPLOYEE LOVE.
12. LOYAL PASSIONATE EMPLOYEES
BRING A COMPANY AS MUCH
BENEFIT AS LOYAL, PASSIONATE
CUSTOMERS.
THEY STAY LONGER, WORK
HARDER, WORK MORE CREATIVELY,
AND FIND WAYS TO GO THE EXTRA
MILE.
ROB MARKEY, BAIN CONSULTING
16. HABIT:
PROVIDE A WARM
WELCOME
CUSTOMER FOCUSED HABITS
ACKNOWLEDGE
IMMEDIATELY
SMILE AND
MAKE EYE
CONTACT
STAND AND
GREET
GREET WITH A
WARM
ENTHUSIASTIC
WELCOME
17. WE ARE WHAT WE
REPEATEDLY DO.
EXCELLENCE, THEN, IS
NOT AN ACT, BUT A
HABIT.
ARISTOTLE
22. VOICE
QUALITIES
IT'S NOT WHAT WE SAY BUT HOW WE SAY
IT. CHANGE YOUR TONE OF VOICE AND
SEE THE CHANGE IN YOUR LIFE.
TONE
RATE
VOLUME
PITCH
INFLECTION
29. IF YOU GET CULTURE
RIGHT, MOST OF THE
OTHER STUFF, LIKE GREAT
CUSTOMER SERVICE ...
AND EMPOWERING
PASSIONATE EMPLOYEES
AND CUSTOMERS, WILL
HAPPEN ON ITS OWN.
TONY HSIEH, ZAPPOS
30. CTR
LET US HELP YOU
LOVE YOUR CUSTOMERS!
Ms. Andre Harris, President
Andre@CTRConsultingServices.com
www.CTRConsultingServices.com
1-877-287-1236
Culture Transformation Resources