{"id":95064,"date":"2020-03-30T06:06:20","date_gmt":"2020-03-30T13:06:20","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=95064"},"modified":"2023-08-11T11:16:54","modified_gmt":"2023-08-11T11:16:54","slug":"customer-centric-work-culture","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-centric-work-culture\/","title":{"rendered":"How can you build a customer-centric culture?"},"content":{"rendered":"<p><span data-preserver-spaces=\"true\">Organizations talk about being customer-centric and striving to deliver the best of customer experiences &#8211; but are they really? You as an organization could be, but are your processes really designed for that? What role are your employees playing? Your employees want to play an active part in contributing to <a href=\"https:\/\/www.questionpro.com\/blog\/what-is-customer-centricity\/\">customer-centricity<\/a> and good customer experience.<\/span><\/p>\n<p><strong><em><span data-preserver-spaces=\"true\">A recent study around customer-centric organizations showed 76% of the staff found their jobs satisfying and meaningful on account of the significant impact they had on customers.<\/span><\/em><\/strong><\/p>\n<h2><strong>How can you build a customer-centric culture?<\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">Building a customer-centric culture takes a considerable amount of time, but once an organization can crack the code, they can stand the test of time and grow in profitability. Here are some ways to move towards building a customer-centric culture<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Empathize with the customer<\/span><\/strong><span data-preserver-spaces=\"true\">: Although claimed by every organization, only some organizations really put in the efforts and means to empathize with their customers. It is critical to understand the emotional need of a customer, the rationale behind what they want to empathize and serve them effectively. Like most important things in organizations, leadership needs to spearhead this initiative.<\/span><\/li>\n<\/ul>\n<p><strong><em><span data-preserver-spaces=\"true\">A recent survey conducted by PricewaterhouseCoopers said that only 38% of consumers in the States believed employees understood their needs and requirements.<\/span><\/em><\/strong><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Recruit accordingly<\/span><\/strong><span data-preserver-spaces=\"true\">: It is good practice to understand customers\u2019 orientation when hiring them. You can do this while hiring them for a role; also, this is important for any and every role and not just \u2018customer-facing\u2019 roles. It can be gauged through a simple test, their past experience, or their approach towards customers. You can set up a panel for this if need be, have reps from multiple functions in one of the interview rounds.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Link compensation with customer-centricity<\/span><\/strong><span data-preserver-spaces=\"true\">: If you tie compensation with delivering better customer experience, then every employee is involved and has a part to play. You can design incentive structures around that or work out a program that meets your requirements. This also helps in aligning employee goals with organizational goals.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Encourage customer interaction<\/span><\/strong><span data-preserver-spaces=\"true\">: Interacting with the customers is the best way to go about building a customer-centric approach. Every employee, no matter what function or department they belong to, affects CX. If that is the case, then why not let them interact with the customers? Let them experience things and understand problems first hand, from the customers themselves.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Employee experience (EX) is linked with customer experience (CX)<\/span><\/strong><span data-preserver-spaces=\"true\">: This is absolutely true; they both are intrinsically linked. We recently published a blog talking about\u00a0<\/span><span data-preserver-spaces=\"true\">CX Vs. EX<\/span><span data-preserver-spaces=\"true\">, why don\u2019t you have a look. Organizations that have good employee engagement rates deliver better customer experiences. Customers are happy to be associated with such organizations. Engaged employees are more focussed on and strive to make the customer experience better and put in discretionary effort.<\/span><\/li>\n<\/ul>\n<p><strong><em><span data-preserver-spaces=\"true\">Recent studies show that organizations with positively engaged staff perform better than their counterparts by about 147%. Now that\u2019s some number!<\/span><\/em><\/strong><\/p>\n<p style=\"text-align: center;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?mode=workforce&amp;classID=1024&amp;sourceRef=blog-workforce\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Create a free account<\/strong><\/a><\/p>\n<h3><strong>How can our QuestionPro\u00a0<em>Workforce<\/em>\u00a0help?<\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">QuestionPro\u00a0<\/span><em><span data-preserver-spaces=\"true\">Workforce<\/span><\/em><span data-preserver-spaces=\"true\">\u00a0is trusted by several organizations across domains worldwide &#8211; big, medium, or small. An employee experience and work culture management platform,\u00a0<\/span><em><span data-preserver-spaces=\"true\">Workforce<\/span><\/em><span data-preserver-spaces=\"true\">\u00a0lets you conduct staff surveys, gather responses, analyze that data, and make informed decisions. Here\u2019s how you can use it to build a customer-centric culture in your organization.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Get data, devise plans, move ahead<\/span><\/strong><span data-preserver-spaces=\"true\">: Use QuestionPro\u00a0<\/span><em><span data-preserver-spaces=\"true\">Workforce<\/span><\/em><span data-preserver-spaces=\"true\">\u00a0to deploy employee surveys and gather data. Use the data to launch new initiatives, gauge what can be done better, etc. Do not reduce the employee to numbers though, go beyond that. Engage with them, understand their concerns, ideas, etc. This will be key in ensuring your employees are engaged.<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">It is fairly common to have low engagement rates or cultural issues in organizations. Workplace culture aids in identifying what\u2019s driving an organization\u2019s success and what\u2019s hindering it. We recently helped a non-profit manage their culture, which improved organization success by leaps and bounds. You can read more about it in detail here:\u00a0<\/span><span data-preserver-spaces=\"true\">Build a positive culture by living your values<\/span><span data-preserver-spaces=\"true\">. Organizations feel <a href=\"https:\/\/www.questionpro.com\/culture-amp-alternative.html\">culture surveys<\/a> will tell them if their culture is good or bad, that notion is incorrect. There is no such thing as bad or good culture; it can only tell you where you are now and what can be done to improve it or get to your desired goal.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Build a baseline<\/span><\/strong><span data-preserver-spaces=\"true\">: The tool lets you create an employee roster, where you can list all your employees across various departments, locations, job titles, etc. All employee surveys done post that point is linked and helps you observe and monitor various trends, developments, etc. We help you build the baseline that is culture, upon which there are assessments and improvements.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Set, identify, modify priorities<\/span><\/strong><span data-preserver-spaces=\"true\">: To ensure a good CX, continuous improvements are needed. You set priorities and goals to enrich that experience. The same analogy applies to EX too. Identify ways in which you can enrich EX. A good EX automatically translates into good CX.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Deploy surveys<\/span><\/strong><span data-preserver-spaces=\"true\">: You can start by deploying surveys, get to know your employees. Gauge how well your employees know the organization, its values, how well they are aligned with organizational goals, etc. Collect the information to move on to the next phase.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Collate data<\/span><\/strong><span data-preserver-spaces=\"true\">: The data that you receive from your employees will be genuine, unadulterated feedback. Make sure you have targeted all your employees across all the departments. You can segment the surveys if need be, segregating them with respect to departments, job titles, etc.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Analyze data<\/span><\/strong><span data-preserver-spaces=\"true\">: Once you have that data, you can use it to look at how closely the employees are aligned with your goals. Do they need to interact with customers more? Should they be reading customer\u2019s messages to know more about what\u2019s happening business-wise? These answers will be answered with these surveys. You may also need to have in-person meetings to identify and bridge any gap areas.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Implement changes<\/span><\/strong><span data-preserver-spaces=\"true\">: Armed with data, you can now plan and implement new processes, revamp existing ones, make some iterative, etc. You may need to run these surveys more than once to test the level of implementation and penetration in the organization. But now, you will at least have a fair idea and a particular direction to move things ahead.<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Why don\u2019t you try our tool and see for yourself how it can help you achieve your goals. The tool is simple, is free (with many replete features), and you can create an account inside of a minute. Need we say more?!<\/span><\/p>\n\n<iframe id=\"user_lite\" src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=Workforce&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/95064&amp;lang=en&amp;cat=workforce-2\" style=\"display: block;\" ><\/iframe>\n","protected":false},"excerpt":{"rendered":"<p>Organizations talk about being customer-centric and striving to deliver the best of customer experiences &#8211; but are they really? You [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":95065,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[179],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How can you build a customer-centric culture? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Through this new blog, we&#039;ll let you know how you can build a customer-centric culture and how QuestionPro Workforce can help.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/cx\/org\/customer-centric-culture.html\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How can you build a customer-centric culture? 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