Maria Melo -

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use your culture to create a lifetime experience culture CUSTOMER-CENTRIC use your culture to create a lifetime experience culture CUSTOMER-CENTRIC

CUSTOMER-CENTRIC CULTURE

To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them — and leaders who deliberately cultivate the necessary mindset and values in their employees. Some actions that are crucial to building your CCC – Customer-Centric Culture.

RAPPORT

customer empathy is the ability to identify their emotional need; easy understand what it means, but challenging to practice it

EROL

from the very first interaction with prospective employees, make them think about customers and their needs as a clear priority

SHARE INSIGHTS

help your team to understand your organisation’s customers, enabling the adaptation of the customer-centric mindset

CULTIVATE INTERACTION

every person impacts the customer experience somehow; create ways for your team to interact with customers directly

CULTURAL LINK

create metrics for your culture; it's possible to quantify feelings and perceptions; in the end, ``you can't manage what you don't measure``

RECOGNISE

to inspire human-oriented attitudes and behaviours, it is a must to compensate and recognise the same level of its importance

GENUINELY, WHAT IS YOUR STARTING POINT PERSPECTIVE?

THE ORGANISATION OR THE PEOPLE?

ORGANIZATION CENTRIC CULTURE

What products can we
sell to out clients?

What relationship do we need
to stablish with our clients?

How can you make money
from our clients?

CUSTOMER CENTRIC CULTURE

What does our client need and how
can we be more helpful?

What relationship do our clients expect
us to establish with them?

What value do our clients need to see
before they are willing to pay?