Creating a customer experience culture

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Booyah. From Experience Matters:

Customer Experience 2008 Resolutions

  1. We shall focus more on our customers and less on ourselves
  2. We shall get to know more about what our customers really need
  3. We shall formalize a voice-of-the-customer program
  4. We shall incorporate personas in our experience design processes
  5. We shall clearly define our brand in terms of promises to customers
  6. We shall judge every interaction on how well it fulfills our brand promises
  7. We shall engage front-line employees in improving customer experiences
  8. We shall get the executive team to collectively own the customer experience
  9. We shall establish a multi-year journey towards customer-centric DNA
  10. We shall give customer experience the attention that it deserves

Dave Armano adds #11:

11. We shall revive a company culture who's core purpose is to serve people.

That's the foundation of it all. Great experiences that are customer/people-centric are extremely hard to achieve. If you are working for a company that doesn't have a culture of customer-centricity baked into it, then it will be difficult to achieve any of these goals. If your company never had it—you will have to figure out how to build that culture. If you had it and lost it—you'll need to "revive" it.

You can hire all of the customer-centric consultants that money can buy. But at the end of the day, the best results come from a culture focused on serving people. In this case, the people just happen to be customers.

photo by Christopher Wray McCann

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