6 Steps to Creating the Customer-Focused Culture

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How to Create a Customer-Centric Culture

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The “Official” (and somewhat boring) Shep Hyken Bio: Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the New York Times and Wall Street Journal bestselling author of Amaze Every Customer Every Time, The Amazement Revolution, The Cult of the Customer, Moments of Magic®, and The Loyal Customer. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s! (CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association’s Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)

How to Create a Customer-Centric

Culture

Copyright ©MMXV– Shep Hyken, Shepard Presentations, LLC (314) 692-2200 [email protected] www.hyken.com

What makes great companies so great?

It’s Not Just the Product

Copyright ©MMXV– Shep Hyken, Shepard Presentations, LLC

(314) 692-2200 [email protected] www.hyken.com


If it were just the product…


•  89 percent of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)

•  A 10 percent increase in customer retention levels results in

a 30 percent increase in the value of the company. (Bain & Company)

•  More than half of consumers (55 percent) have intended to conduct a business transaction or make a purchase, but decided not to because of a poor service experience. (American Express)

Social Proof

•  89 percent of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)

•  A 10 percent increase in customer retention levels results in a 30 percent increase in the value of the company. (Bain & Company)


Social Proof


Social Proof

•  More than half of consumers (55 percent) have intended to conduct a business transaction or make a purchase, but decided not to because of a poor service experience. (American Express)


The stock market is an indicator as well.

$100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent.

The S&P 500 returned $93, a 7 percent loss. (CFI Group)

The “Why”


Customer-centric companies empower employees to make decisions that are beneficial to the customer.

The “Why”


Hire the right people who fit the culture and align with the organization’s core values, mission and vision.


Customer-centric companies invest into soft skills training that includes customer service and relationship building.

The “Why”

The “Why”


Customer-Centric companies know the importance of keeping employees engaged and enthusiastic.

The How: 6 D’s to Creating a

Customer Centric Culture


D 6

Define It


Disseminate It


Deploy It


It’s time to be AMAZING!

Demonstrate It


Defend It


Delight in It


Internal Customers


Shipping and Receiving

Manufacturing

Office Responsibilities

Anyone behind the scenes

Final Thoughts



Moments of Magic® How to Create an Amazing

Customer Service Experience

For more information about Shep Hyken go to:

www.Hyken.com Connect with Shep…. Twitter: www.twitter.com/hyken LinkedIn: www.linkedin.com/in/shephyken YouTube: www.youtube.com/shephyken Facebook: www.facebook.com/ShepHykenSpeaker

iPhone Apps

Free iPhone and Android apps available:

Shep Hyken app Cult of the Customer app Moments of Magic app

Don’t have an iPhone or Android?

Go to:

http://www.hyken.com/app


The Customer Focus™ online/virtual training brings our best customer service training direct to your computer, smartphone, or tablet.

It is all about creating an amazing customer experience. And, creating customer amazement isn’t hard. It’s something we can all do, and be good at. And, not just good but amazing! Delivering amazing customer service isn’t just for people on the front-line or in customer-facing jobs. It’s everybody’s job, from the CEO to the most recently hired employee. Because…

Customer Service isn’t a department; it’s a philosophy. ü  Take the training when it is convenient for you! You

can work for ten or fifteen minutes, come back the next day and pick up where you left off.

ü  Managers or supervisors can be given “administrative rights” and can track, measure and monitor the progress of each learner.

For more information, please visit: www.ShepardVirtualTraining.com

or call us at 314-692-2200. **Substantial discounts offered to for corporate pricing**

Moments of Magic® How to Create an Amazing

Customer Service Experience

For more information about Shep Hyken go to:

www.Hyken.com Connect with Shep…. Twitter: @hyken (www.twitter.com/hyken) LinkedIn: www.linkedin.com/in/shephyken YouTube: www.youtube.com/shephyken Facebook: www.facebook.com/ShepHykenSpeaker


HOUSEKEEPING Thank you for joining. Don’t miss the next CX Week presenta>on: Crea>ng an Iconic Customer Experience Interview with Bob Kharazmi; COO Ritz Carlton

6 Steps to Creating the Customer-Focused Culture

Business

Transcript of 6 Steps to Creating the Customer-Focused Culture