CUSTOMER CENTRICCULTURE

April 2013

Does your internal culture resonateoutward to your customers?

Customer Centric culture is a key part of delivering a superior customers experience. This month, we examined different behaviors, philosophies and attitudes of staff and management, and how workplace culture affects the customer experience.

Culture as CustomerExperience King

How important is employee engagement to business results? How do you create a customer-centric culture? The best investigations are collaborative, and we’d love your input! What do you think are the keys to a customer-centric culture?

Want To Be a CustomerFocused Organization?

The heart of your business – the WHAT in your culture – is what will define your customer experience. Everyone pretty much says similar things: we hire the best people, we believe in work/life balance, we want results…but really thinking about the nuances of your culture will define it.

Money as a Motivator:Not What You think

We were really excited to review this awesome new book by Stan Phelps, which highlights the best ways to develop outstanding cultures for organizations. Find out why we think it will help you deliver a superior customer experience.

Company organizational culture:Common Mistakes

Let’s examine the three most common mistakes in company organizational culture:1. Your company organizational culture makes it difficult to “make it right” for the customer.2. Your rules are based on punishment and not reward.3. Customers report issues and are ignored.

Job Postings And The Total Customer Experience

Your job postings are the welcome mat for your organization. Have you considered what you are showcasing in your job descriptions? If it’s all about “BASIC REQUIREMENTS” and not about the culture and customer experience you want, then you will simply attract the wrong people.

Customer Centric Culture: From The Inside Out

Our CEO and Founder Jeannie Walters felt so strongly about this subject that she wanted to speak to us from the heart, so she recorded a special video. Enjoy!

Internal CommunicationKeys

Internal communications – those emails and signs we all receive as employees – are ripe for improvement. Employees and your culture have a direct impact on the experience your customers have, and communication within the organization is a HUGE part of that internal experience.

The Work From HomeConundrum

360Connext is a virtual company. That means that all of us – Chief Investigator included – work from wherever we’d like and use the amazing tools available to us on the web. But some people prefer to work in a common office. Whether or not your next hire is qualified, are they a good fit for the culture behind the way your company functions?

Why Enl ightened Leadership Is Key to Customer Experience

It takes enlightenment to create a workplace that supports a superior customer experience through empowered employees who follow a culture, not a rule book. But most of all, it takes enlightenment to hear the truth.

Customers Experience Improvement Conflicts

What should be an objective approach to customer experience improvement is often clouded by these five common biases. Don’t let them stand in your way of making the changes necessary to deliver the best customer experience possible.

Closing The Loop on Customer Feedback

Customer feedback, while incredibly valuable, dies quickly. Closing the loop on customer feedback means turning those words into action. Fancy software isn’t worth its weight if your team doesn’t internalize how to react to important feedback.

This Bandaid Can Save a L i fe:Microinteraction of the Month

A microinteraction is meant to stir up a positive reaction and improve the overall experience no matter how nuanced they are. I think we can agree this one has exceeded expectations!(We love microinteraction examples!) Send us your favorite and maybe it will be featured!

Bonus: More Microinteractions from Apri l !

You gotta click for a closer look!

Thank you! Thanks to our community for joining us in our discussions all month. You play a HUGE role in our culture! Want to join in? We’d LOVE to have you!

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