It sounds so simple, doesn’t it? I want o know more about my customer and their buying habits, how can I sell them this new service or product, how do I make sure they keep coming back for more?
Creating a customer centric culture starts from within, it starts with your employees, most importantly it starts with your leadership teams. You need buy-in; beyond that you need a revitalized company culture to permeate the organization organically. Some pundits claim to have a simple solution – and yes, there are basic axioms that should be followed, but each unique case brings with along its own set of challenges.
Every business is different, and there is no easy quick fix to changing from a bottom-line results driven organization to a customer centric one. If it sounds like its too good to be true, then it probably is, but one underlying truth about company culture is that it needs to start from the top and that infiltrates every crevasse of the organization. Creating a customer feedback loop with external and internal mechanisms can allow a CCO or CX head to analyse the true value of the customer relationship.
Several speakers at Chief Customer Officer USA will talk about their experiences in creating a customer journey that has changed the way their organization operates. Hear from Razia Richter, former Chief Customer Officer, PETCO; Karyn Furstman, Senior Vice President Customer Experience, Safeco Insurance and Jeffrey VanDeVelde, former Senior Vice President Customer Experience, SunTrust Bank discussing how they overcame some of these cultural barriers.
Register today to secure your place at Chief Customer Officer USA in Miami, January 2018.