Why Customer-Centric Culture Is Key To Great Customer Experience

Why Customer-Centric Culture Is Key To Great Customer Experience
SHARE
THIS



Improving the customer experience (CX) is key for businesses looking to build a competitive advantage and increase revenue. According to Qualtrics, to be able to deliver these great customer experiences, organisations must build a customer-centric culture.

Bill McMurray, managing director, Asia Pacific and Japan, Qualtrics, said, “Organisations need to have a customer-first strategy across the entire business. That’s the only way to develop ongoing positive experiences for customers.”

Qualtrics believes there are four key ingredients to developing a customer-centric culture:

  1. Executive buy-in

Executive support is key for an organisation looking to transform its culture. Customer-centric organisations have supportive leadership teams that help iterate the importance of customer focus and encourage employees to join in on efforts.

McMurray, said, “Culture starts at the top. Regular CX reviews with senior leaders to discuss issues, assess their impact on customers and the business, and evaluate the viability of potential solutions, can help to ensure sustained support.”

“Marketers play a big role to help senior leadership develop a customer-centric vision. They should survey the organisation’s current state, which means how central the customer is to strategy and daily operations. From there they can make a case to executives as to how new customer-focussed initiatives should be implemented to help drive an increase in revenue.”

  1. CX ambassador drive

A team of CX ambassadors should drive the adoption of the customer-centric culture throughout the organisation. This team can help various leaders promote CX initiatives within their own teams.

McMurray said, “Employees can’t transition to a new organisational culture if they are unsure of the vision, and what is expected of them. A transformation team of CX ambassadors can guide employees to better understand why customer-centricity is central to the success of the business, how they can contribute, and what tools and resources are available to help them.”

  1. Employee engagement

Organisations need to keep employees motivated and engaged to ensure the transition to a customer-centric culture is successful. To do this, they can reward employees for actively participating in CX initiatives and meeting goals.

At the same time, organisations should consider CX tailored training, as well as adding customer-centric attitudes and skills to their onboarding and hiring processes. This will ensure employees start off with a customer-first mindset.

McMurray said, “Organisations can develop programs that make the focus on customer experience fun and rewarding for employees. For example, providing rewards for new ideas or facilitating excellent experiences and sharing these with the team will help to keep staff engaged and wanting to do more.”

  1. Customer feedback for continuous improvement

Organisations that transition to a customer-centric culture will be able to deliver ongoing positive customer experiences. Feedback should be a key element of the CX program. If customer experience benchmarks aren’t met, it is important to investigate and follow up to see how the organisations can improve.

McMurray said, “Customer-centricity is an ongoing process. Organisations looking to become truly customer-centric must listen to feedback from their customers and act on it.

“For example, by using an easy-to-use, yet sophisticated platform, like Qualtrics, organisations can gather real-time snapshots of their customers’ experiences and determine where they can make operational and strategic improvements. By gathering this kind of feedback, businesses will be able to continuously improve to offer better experiences for their customers.”

Please login with linkedin to comment

Latest News

Orange Line Bolsters Team With Two Senior Hires
  • Marketing

Orange Line Bolsters Team With Two Senior Hires

Digital marketing agency Orange Line has made two senior appointments following a series of new business wins and existing client growth. The independent Sydney agency has hired former Essence planning lead, Aishling Farrell (right in photo), as general manager of client service and strategy along with former senior ReachLocal executive, Stephanie Ford (left) as operations […]

W+K’s Susan Hoffman Chosen As 39th AWARD Awards Chair Of Judges
  • Advertising

W+K’s Susan Hoffman Chosen As 39th AWARD Awards Chair Of Judges

Susan Hoffman, co-chief creative officer at Wieden+Kennedy (W+K), has been appointed chair of judges for the 39th AWARD Awards. Known to challenge the status quo, Hoffman is behind some of W+K’s most memorable and game-changing ads, including Nike’s ‘Revolution’, Old Spice’s ‘The Man Your Man Could Smell Like’ and Chrysler’s Super Bowl spots starring Eminem and Clint […]

Experiential Agency Kreate Gets Bought Out By Staffers
  • Marketing

Experiential Agency Kreate Gets Bought Out By Staffers

Leading experiential marketing agency, Kreate Australia is embarking on an exciting growth strategy following its purchase by three of the agency’s existing management team from its UK founder, Steve Evans.

Carat Snares Media For Event Hospitality And Entertainment
  • Media

Carat Snares Media For Event Hospitality And Entertainment

Carat has won the media strategy, planning and buying responsibilities for Event Hospitality and Entertainment, the group behind popular hotel, entertainment and leisure experiences including QT Hotels, Rydges Hotels & Resorts, Event Cinemas, Moonlight Cinemas and Thredbo.

Top Tips To Build Millennial Brand Advocates
  • Opinion

Top Tips To Build Millennial Brand Advocates

In this guest post, Zach Hotchkiss (pictured below), country manager at CX management agency Medallia, offers his tips to snare, keep and then turn Gen Ys into your brand’s advocates…  It seems not a day goes by without an article about the brands and industries Millennials are killing off. From retail to transport to banks, the sectors that these […]

Opinion

by B&T Magazine

B&T Magazine
Hurry! B&T 30 Under 30 Entries Closing Friday!
  • Advertising
  • Marketing
  • Media

Hurry! B&T 30 Under 30 Entries Closing Friday!

This is a clarion call for B&T 30 Under 30 entries, although it's probably more mariachi band than angelic harbinger.

by B&T Magazine

B&T Magazine
The Hit Network Chooses Comedian Tanya Hennessy To Host Weekend Breakfast
  • Media

The Hit Network Chooses Comedian Tanya Hennessy To Host Weekend Breakfast

Southern Cross Austereo’s Hit Network has announced that rising radio star and comedian Tanya Hennessy will take over hosting duties for its weekend breakfast slot in 2018. Hennessy will bring content to the airwaves each Saturday and Sunday morning from 7am to 9am with a regular rotation of guest co-hosts. The self-described talker, not walker […]

Straight Up PR Wins Five New Clients
  • Marketing

Straight Up PR Wins Five New Clients

Health, wellbeing and lifestyle PR agency Straight Up PR has welcomed Changing Habits, Unichi Wellness, enerGi, SleepX, and Healthie Hampers to its client portfolio. Straight Up PR’s projects will include bespoke PR services and influencer marketing packages specifically focusing on communications strategy and execution, media and influencer relations, PR launch events, product seeding and gifting, […]

March One Creates ‘Cheese For Change’ Fundraising Campaign For White Ribbon Australia
  • Advertising
  • Campaigns
  • Marketing

March One Creates ‘Cheese For Change’ Fundraising Campaign For White Ribbon Australia

Independent creative agency March One has developed a new fundraising event for White Ribbon Australia that turns a social moment into a social movement. Starting on Thursday 22 March and going until Sunday 25 March, Cheese for Change will ask Aussies to create a cheese platter that matters by gathering friends, family or co-workers together […]

Sixth Annual IGN Select Awards Winners Announced
  • Marketing

Sixth Annual IGN Select Awards Winners Announced

The winners of IGN Australia’s sixth annual Select Awards were revealed during a huge special event at the Australian National Maritime Museum in Sydney on Friday, February 16. Some 225 Media & Game Publishers alongside 320 IGN Community Gamers attended the annual event. 2017 was absolutely crammed with terrific games and several categories were extremely tightly-contested. The top […]

Meet Your Mentors For B&T Bootcamp 2018!
  • Advertising
  • Marketing
  • Media

Meet Your Mentors For B&T Bootcamp 2018!

When it comes to an industry "who's who", you'll find there won't be too much who-ing with this impressionable lot.

by B&T Magazine

B&T Magazine
ANZ Unveils Its 2018 GAYTMs
  • Marketing

ANZ Unveils Its 2018 GAYTMs

Mardi Gras is only weeks away and B&T has already hoisted the mirror ball and donned the hotpants to bring you this.

International Creative Services Redesigns Business Model To Broaden Talent Offering
  • Advertising
  • Marketing
  • Media

International Creative Services Redesigns Business Model To Broaden Talent Offering

Marketing consultancy International Creative Services has announced a new roster of diverse creative and production talent to provide a fully integrated solution for advertising and branded content. The roster includes a broad range of global and local directors, animators, illustrators, motion designers, visual artists, light projectionists, photographers and cinematographers – many of whom Australia will […]

Dirty Data Done Dirt Cheap
  • Opinion

Dirty Data Done Dirt Cheap

Does the mere thought of data fog the brain and stuff the sinuses? Decongest immediately with this lozenge-like read.

Opinion

by B&T Magazine

B&T Magazine
Johnny Ruffo & Lynne McGranger Host Emotive’s New Video Series For HelloFresh
  • Campaigns
  • Marketing

Johnny Ruffo & Lynne McGranger Host Emotive’s New Video Series For HelloFresh

HelloFresh Australia, together with content agency Emotive, have launched a new video content series hosted by Home & Away actress Lynne McGranger and entertainer Johnny Ruffo. Dinner Diaries showcases the talent eating their way across the country as they drop into HelloFresh customers’ homes to see what the nation are cooking at dinnertime. The campaign […]

AppNexus Appoints VP Of Diversity, Inclusion & Community Experience
  • Advertising
  • Technology

AppNexus Appoints VP Of Diversity, Inclusion & Community Experience

Independent advertising technology company AppNexus has announced the appointment of Antoinette Hamilton as its vice president of diversity, inclusion and community experience. Filling a new position at the company, Hamilton (pictured above) will spearhead initiatives to promote a diverse and inclusive global community within AppNexus, broaden the range of the company’s talent pipeline, and drive […]

Mango Melbourne Appoints New Head Of Comms
  • Advertising
  • Marketing

Mango Melbourne Appoints New Head Of Comms

If you were to lick your computer monitor while reading this Mango story, it may actually taste like a computer monitor.

by B&T Magazine

B&T Magazine
Pac Mags Appoints Sales Leadership Team
  • Media

Pac Mags Appoints Sales Leadership Team

Look, it's not one but two positive stories about the magazine industry today! You wouldn't read about it, would you?

by B&T Magazine

B&T Magazine
Three Ways To Propel Your Career Now
  • Advertising
  • Marketing
  • Media

Three Ways To Propel Your Career Now

Need a career kick-start without having to wear a feather boa and shake maracas about the office? Read this and pronto.

by B&T Magazine

B&T Magazine