Research and experience show there are 4 stages to getting and keeping a customer culture: Initiation, Implementation, Embedding and Reinforcement. In my last two posts I outlined the actions to take at the initiation and implementation stages. In this post I focus on the 7 actions to take during the embedding stage.
The focus of this stage is on institutionalizing the customer culture through supporting systems, on-going training, increased employee empowerment and accountability of all individuals and teams for delivering an improved customer experience.
1. Formalization of customer culture through symbols, rituals and artifacts
This often includes organization structure changes, more open office designs, images of customers taking precedence over images of products, customer invitations to corporate meetings and cross-function teams evaluating new market opportunities.
2. Development of customer focus behaviors at leader and individual levels
Key performance indicators measuring the level of customer focus are…
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