Customer-centricity doesn’t happen on its own. It begins with an organizational mindset shift, behavior shift, and culture shift. There must be a deliberately-designed culture – one with core values and behaviors that are in support of a customer-driven organization, and one in which employees are hand-selected because they are the right fit for such a culture.
But it doesn’t stop there. A customer-centric culture really means that you focus on employees first so that they can serve customers the way that customers deserve and desire to be served.
In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of the most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels. In other words, employees and the employee experience must be the first priority of the business.
In this keynote, you’ll learn:
+ Three ways to become a customer-centric organization
+ What employee experience really is (according to your employees)
+ How to provide a clear line of sight from employees to customers
+ Why employee experience is good for business