Post on 31-Oct-2014
description
Building and Sustaining By Kate Feather
We will cover… Definition of Culture
Intro to Cx Culture Navigator 5 Dimensions Key Takeaways Journey to Customer Centricity
Cx Strategy Understanding Cx Design Measurement Governance Culture From Forrester’s Six Customer Experience Disciplines
For context…
Cx Strategy Understanding Cx Design Measurement Governance Culture
“The shared values and behaviors that focus employees on delivering a great
customer experience.”
From Forrester’s Six Customer Experience Disciplines
For context…
Definition of Culture
Culture Employee Engagement
Culture Employee Engagement
Customer Experience
“Culture is what people do…
…when no one is looking.”
Your customer
here.
Introducing the…
A cross-company benchmarking study with employee survey responses.
Some companies were just starting out, and some were high Cx performers …according to their customers
We uncovered dimensions of a customer centric culture.
Cx Gotten Worse
Cx Stayed Same
Marginal Improvement
Significant Improvement
Plus, the more customer centric the culture, the more engaged the employees.
Employee Advocates
Employee Passives
Employee Detractors
Employee Advocates give an average score across the customer centricity dimensions
that is more than 30% higher than detractors.
Average Cx Score
What are the Dimensions?
hire, reward, manage
How we
hire, reward, manage
How we
make decisions
How we
make decisions
How we
work together
How we
work together
How we
talk about
What we
talk about
We regularly tell stories about customers.
What we
What we expect
expect
What we
Overall Cx Culture Score
Employee NPS (Engagement)
External Customer Experience
Summing It All Up
Key Takeaways
Performance differs across dimensions…
One dimension is a strength for all.
Being clear about expectations receives some of the highest scores overall.
Expectation setting is necessary but not sufficient.
One aspect that differentiates.
“[We need to] create a culture where we empower our associates
to take action for our clients
[Because] we tend to lend lip service to this but do a poor job of implementing this top down.”
Practices from experts…
Hiring Practices
Empowering
Promoting
One dimension has the greatest impact on Employee Engagement and Advocacy.
Practices from experts…
Employee Opinion
Solid Actions
Cooperation and Trust
Culture Employee Engagement
Customer Experience
Let’s go on a road trip…
to success.
Measure
Prioritize Plan
Re-measure
The Journey to Customer Centricity
Act
The Cx Culture Score correlates with customer perceptions of your experience.
A customer centric culture has a positive impact on employee NPS.
There are dimensions present in customer
centric cultures.
Expectation setting is necessary but not sufficient.
Top Cx performers align their hiring, rewards, and management practices.
Questions?