Every CEO talks about how they want great customer culture and service. Very few though, make it possible for their people to deliver great customer service. Why? The way the organization is set up.
Most organizations are set up with a structure that is full of processes, policies and procedures that are designed for the comfort and convenience of the company and not customers. Again, why? The CEO doesn’t really care about customer service. He/she is more interested in short-term profit gains through cutting costs, driving internal productivity or making new sales.
What are the results? An organizational culture where the team members are usually under tremendous pressure to deliver the ‘program-of-the-week’ in order to shore up profitability, low employee engagement coupled with high churn and low customer satisfaction and loyalty.
What is a better approach then? How about an organization that is built upon a customer culture that delivers higher employee engagement, higher customer loyalty, higher revenue growth and substantially higher profit.
The subject is much deeper than the 300 words here in this blog however, here is my 4 Step Recipe to improve your customer culture
If you want great customer service, then you need to build a strong customer culture.
Robert Murray is a Vancouver, BC based Business Strategy Consultant, partner at Incrementa Consulting Inc., #1 Best Selling Author, and International Keynote Speaker. For further advice, insight and inspiration on how to unlock your inner leader, follow Robert on Twitter, LinkedIn, and Facebook.Customer, Customer Satisfaction, Customer Service, It's Already Inside, Robert Murray, Robert S. Murray