5 Unbeaten Strategies for Building Customer-Focused Culture#

# 5 Unbeaten Strategies for Building Customer-Focused Culture#  Company Culture is an important aspect of incredible customer experience.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Most of the time, company culture becomes the hindering block for a good customer experience. Without a customer-focused culture, companies can’t create and deliver an ideal customer experience. Most companies that miss the mark on customer experience are usually missing the component of a customer-focused culture.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Customer-centric companies are <a href="https://www.superoffice.com/blog/how-to-create-a-customer-centric-strategy/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">60%</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;"> more profitable than companies that don’t focus on customers.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">A customer-focused culture puts the customer at its center and regulates its policies and workflows accordingly. Most shareholders’ growth expectations directly equate to providing a better customer experience. Because better customer experiences automatically mean long-term customer retention, which is always profitable. According to a survey, customers who switch companies due to poor service cost <a href="https://www.accenture.com/us-en/about/strategy-index" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">$1.6 trillion</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> to U.S. companies. A customer-focused model is built to move with the changes and trends in customer demands.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Hence, a customer-focused model is much more sustainable than a product-based model. It can ebb and flow, relying on the employee with whom clients interact. However, companies need to engrain this into the culture to prove a consistent hallmark of the organization.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">So far in this article, we’ve covered how to understand your customers better and build a customer-focused culture in your company. Let’s dive deeper into it.<h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Customer-Focused Culture: A Brief</h2><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The core concept is pretty straightforward. It revolves around customer experience. It simply means developing a culture with customer experience as a core part of your company’s goals or values.<span face="Calibri, sans-serif" style="background-color: transparent; color: #707070; font-size: 14pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">The proper focus & investment of time and budget requires a more strategic approach and planning. It is not only a marketing problem or a technology initiative.<span face="Calibri, sans-serif" style="background-color: transparent; color: #202020; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Kelly Uhlrich<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Hence, companies need to integrate customer support into their company culture as a whole. They need to hire and amalgamate a team of skilled customer service agents. Another important thing is communicating clear values to your employees and making them more confident in what your company stands for.<h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Customer-Centric Culture = Increase in Profitability</h2><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">As we mentioned before, customer-centric culture increases customer satisfaction, which increases customer retention, which in turn boosts profitability. It helps you build majority revenue.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">It is <a href="https://freshdesk.com/customer-support-software/customer-focused-culture-blog/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">6-7x</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> more expensive to attract a new customer than it is to retain an existing one. Hence, building a customer-centric culture is much more effective than solely focussing on acquisition. Providing better customer services is also necessary for establishing high retention rates. <a href="https://www.mycustomer.com/resources/how-to-win-trust-with-digital-experiences-and-gdpr" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">24%</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> of respondents in a survey said that they’d switch brands even after a single negative experience.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Considering the impact it has on retention, customer-centric brands are more profitable. The happier the customer is with the brand, the more likely they are to make a purchase. In a study, <a href="https://freshdesk.com/customer-support-software/customer-focused-culture-blog/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Xerox</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> found that customers who rated them a full 6 on the scale of 6 were more likely to buy more products than those who rated them with a 5.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Insight into a single extra point in the rating scale led to a noticeable difference in purchasing habits. This illustrates that even a little effort could be impactful when it comes to boosting your revenue. Finally, it is worth noting that a customer-focused approach can help with the lead nurturing process. When you take the time to answer prospective customer’s questions and provide them with the information they need, you increase your chances of conversion.<h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">5 Unbeaten Strategies That’ll Always Work</h2><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Framing strategies for building a customer-focused company seems like a straightforward approach. But it may confuse brand managers at times. Worry not! We have sorted it out for you. Here are 5 techniques or strategies to build a customer-focused culture that seldom fails.<h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 4pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">1. Active Listening</h3><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Listening strategies are one of the crucial ones when it comes to building a customer-focused culture. How else would you solve your customer queries if you do not know what they want? There is an overlap between listening to your customers and building a customer-centric culture.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The more you seek to understand them, the more you will be able to meet their needs. Many companies even have VoC or voice-of-the-customer programs for this. These programs diversify the sources of feedback and establish an ongoing program for checking in and listening.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">This involves analyzing your previous workflows and processes. to map the changes in your organization. You can do this by gathering data and running regular analytics. You can get a 360-degree view of your support process and workflows regularly. You need a system in place to collect and analyze your data. You need to do this at least on a biweekly basis. After analyzing a couple of times, you’ll understand the patterns and be able to reassess them successfully.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">I. Feedback & Surveys<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The most straightforward approach for customer-facing employees is to simply ask for feedback. And this does not necessarily mean asking a set of scripted questions.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">You can send them personalized feedback and surveys. You can ask them if they’re satisfied with your company and services. This way, you can collect suggestions and constructive feedback. You can also take things a step further by sending customer surveys from time to time after they’ve used your products or services. Make it a priority and review them regularly. Several tools are available in the market that make it extremely easy to create surveys that can give you valuable insight into your customers.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">II. Meet Your Customers Where They Are<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">A major part of your customer support involves meeting customers exactly where they want you to meet. If most of your customer base spends more time on Twitter, you should be well prepared to respond to them there. You can usually go for omnichannel solutions or software for this purpose.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Omnichannel customer support software ensures that you can easily provide customer support at multiple touchpoints. 15 years ago, the average consumer typically used two touch-points when buying an item, and only <a href="http://www.knexusgroup.com/show/blog/Five-Omnichannel-Statistics-You-Need-to-Know" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">7%</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> regularly used more than four. Today consumers use an average of almost six touch-points, with nearly <a href="http://www.knexusgroup.com/show/blog/Five-Omnichannel-Statistics-You-Need-to-Know" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">50%</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> regularly using more than four.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">A consistent service quality across multiple channels significantly impacts the company’s revenue. Research shows that companies that provide a consistent service quality across multiple channels retain <a href="http://www.aberdeen.com/research/11426/11426-RR-Omni-channel.aspx/content.aspx" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">89%</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> of their customers. In contrast, companies that do not provide a consistent service quality can only retain <a href="http://www.aberdeen.com/research/11426/11426-RR-Omni-channel.aspx/content.aspx" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">33%</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">. Hence, this is a must.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Using your customer data, you can easily evaluate whether you have the right channel mix strategy or not. Adopt omnichannel solutions and make sure whether you’re speaking your customer’s language or just your own. Give a fully integrated, unified customer support experience across various channels and devices and deliver support efficiently. DeskXpand is one such omnichannel support software that helps you set up well-orchestrated support workflows across email, self-service, and other such mediums. Take a free trial and find out more.<a href="https://www.deskxpand.com/pricing/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 11.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Start Your Free Trial Now</a><h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 4pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">2. Make Customer Insights Accessible to your Employees</h3><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Employees must understand the customers to adopt a customer-focused mindset. With customer insights accessible to all the employees, they can easily measure and analyze the areas of improvement and make data-driven decisions.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">With large-scale customer data metrics, your employees can gain actionable insights. They can get a complete picture of your support culture and enhance that culture by making it even more customer-focused. These insights can help your employees predict the behavior of prospective clients as well. It helps you track team performance and monitor your team accordingly. Real-time updates help you spot problems and react faster.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Example:<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> <a href="https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Adobe Systems</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> provides all its employees with customer insight access. The customer understanding part is not only related to the sales and marketing departments. They created a new department, a combined customer and employee experience team, to facilitate customer understanding. They have also set up listening stations where employees can either go online or in an Adobe office to listen to customer calls. They also regularly conduct all-employee meetings to give updates and insights on the company’s customer experience delivery.<h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 4pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">3. Operationalize Customer Empathy into Policies</h3><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Empathy is one of the buzzwords that very few companies understand and practice. Customer empathy simply is the ability to identify a customer’s emotional need, understand the reasons behind that need, and respond to it effectively.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Every company and brand must ask themselves these questions. Do you have empathetic customer service policies for frustrated customers? Do those policies honor customer privacy? Do you have company policies to encourage helpfulness, clarity, and honesty?<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">According to <a href="https://www.3i-infotech.com/customers-must-heart-business/#:~:text=Customer%20empathy%20means%20to%20identify,interact%20with%20understand%20their%20needs." style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">PwC</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">, only 38% of U.S. consumers experience employees they interact with accurately understand their needs. Another survey by <a href="https://www.pega.com/forrester-rtim-2020?&utm_source=google&utm_medium=cpc&utm_campaign=&utm_term=%2Bmarketing%20%2Bgartner&gloc=9061732&utm_content=pcrid%7c482243915944%7cpkw%7ckwd-618635637003%7cpmt%7cb%7cpdv%7cc%7c&gclid=CjwKCAjw-qeFBhAsEiwA2G7Nl9TVehbVd0DyzSjGgOkGBUYj_KZuocii8rD5Xd6_fOaaEhU3YzK1zhoCpMMQAvD_BwE&gclsrc=aw.ds" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Gartner</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> states that empathetic customer process design has a great impact on marketing activities. Customer-focused understanding builds empathy, and empathy builds trust. If customers feel understood and acknowledged, they’re more likely to be loyal to your business. Hence, to instill such a culture, leaders must do more than giving it lip service.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Example:<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> <a href="https://ruttl.com/blog/5-ways-to-create-a-great-customer-experience-strategy/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Slack</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">, a business communication software company, operationalizes empathy. Employees spend a lot of time observing customer messages and try to understand their needs intuitively. Customer support specialists research the people they’re serving and create personas based on their observations.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Example:<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> Temkin group of companies, a customer experience consulting firm, has developed a model to estimate the impact of customer experience improvement on revenue in various domains. According to their model, a $1 billion company can gain $775 million over three years through modest improvements.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Planning and making customer journey maps to exercise empathy is a great start for providing customer-focused culture. Evaluate whether your customer touchpoints and processes are providing a good, fast and convenient experience. Take a big-picture look at your policies and processes. And implement customer empathy all around the company culture.<h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 4pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">4. Customer-Oriented Strategies for Employees</h3><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Often brands relate customer care only to the customer support team. They forget that to create a customer-focused culture, they must incorporate this focus into their company’s core strategies.<span face="Calibri, sans-serif" style="background-color: transparent; color: #707070; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Employee engagement drives two-thirds of our client experience scores. That proves what we know intuitively: If employees feel good about IBM, clients do, too.<a href="https://hbr.org/2018/03/co-creating-the-employee-experience" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #202020; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Diane Gherson</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #202020; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">head of HR at IBM<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Example:<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> Southwest’s mission statement, “You can’t manage what you don’t measure,” directly demonstrates customer-focused culture. If managers know the impact, results, and consequences derived from quantified data, they will be able to cultivate a customer-centric culture.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Let’s have a look at how you can implement these customer-focused strategies for your employees.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">I. Hire for Customer Orientation<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Organizations must be clear about their needs and drive for customer-focused culture while interacting with prospective employees. At <a href="https://www.hootsuite.com/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Hootsuite</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">, the executive of social media management platform, marketing, and human resources do this collaboratively. The hiring manager, regardless of the roles they’re interviewing for, must ask customer-focused questions.<span face="Calibri, sans-serif" style="background-color: transparent; color: #707070; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">The practice of asking customer-focused questions not only assesses candidates and ensures that every new employee is aligned to customer-centric thinking, but also sends a clear message to everyone — recruits and hiring managers alike — about the importance of customer experience at the company.<a href="https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #202020; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Kirsty Traill</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #202020; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Vice President of Customer Support, Hootsuite<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">II. Incentivize Your Employees<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Another technique to encourage a customer-focused culture is tying compensation and incentives to the customers. <a href="https://www.coursehero.com/file/76925555/6-Ways-to-Build-a-Customerdocx/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Donna Morris</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> at Adobe calls this “giving every employee skin in the game.” She says that employees must know customer-oriented attitudes and behaviors. It is the least that is expected out of them.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Example:<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> <a href="https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Adobe</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> has a compensation program in place that ties every employee to the customer. The short-term cash incentive plan reflects the revenue performance as well as customer success measures such as retention. It makes a tangible contribution to customers that every employee makes but also produces organization-wide alignment because everyone is working toward the same goals.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Company leaders are starting to recognize that culture and strategy go hand in hand. Only when customer-focused strategies are supported and advanced by culture will a company realize its customer-focused vision.<h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 4pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">5. Are you Investing in Customer-Focused Tech Solutions?</h3><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Nowadays, companies use various customer service tools and techniques to gain a competitive edge and build customer-focused culture. Businesses need to make sure that they do not miss out on even a single customer.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Customer-focused support has also expanded its demands; it is not just about resolving customer queries. Businesses constantly need to look out for trends and roadblocks and analyze their customer support. They need analytics and reporting from time to time to be better prepared for the prospective customer-focused service. Many brands use self-service portals and knowledge base solutions to reduce the workload of their agents. As discussed above, an omnichannel solution is a must-have.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Hence, adopting a technological tool that lets you do all this from a single unified interface is utterly necessary. Plus, you will need to access customer data repeatedly to perform various tasks.<h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Build a Customer-Focused Culture with DeskXpand</h2><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">DeskXpand is an exceptional help <a href="https://www.deskxpand.com/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">desk management software</a><span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> that helps businesses provide quick resolutions to their customers, simplify their support and help them cultivate customer-focused culture. It is a fully automated, omnichannel solution that caters to all types of business needs. It is a one-stop, fit-for-all solution to all your support needs and serves small to large businesses.<span face="Calibri, sans-serif" style="background-color: transparent; color: #252525; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">DeskXpand is built by functional experts and developers with certifications in their respective fields. We are an ISO27001 certified development company with 14+ years of development experience. We build products that you can customize according to your present and future needs. We would like to showcase how our product works effectively for your business. Request a personalized demo and find out more.<h3 dir="ltr" style="background-color: white; line-height: 2.04545; margin-bottom: 0pt; margin-top: 0pt; padding: -19pt 0pt 8pt 0pt; text-align: justify;">The Article is Originally Published On:</h3><a href="https://www.deskxpand.com/blog/strategies-customer-focused-culture/" style="text-decoration-line: none;"><span face="Calibri, sans-serif" style="background-color: transparent; color: #1155cc; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">https://www.deskxpand.com/blog/strategies-customer-focused-culture/</a><div style="text-align: justify;"> </div>