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Creating a Customer Focused Culture for Your Business in One Step

Posted 5 years ago

Customer Service is often something that is overlooked by businesses today. We all know that we should provide a stellar experience for our customers- but where do we start? Shep Hyken shares his road map to create the ultimate customer centric culture to provide the best experience possible for your customers. In our post this week, Shep shares his steps to align your teams with the customer experience to take your Business to the next level.

Creating a Customer Focused Culture for Your Business in One Step

by Shep Hyken

One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. While the concept is just one word, there are several steps to achieving alignment.
The first step is to define that vision in simple and memorable terms. So, if you’ve been following my work, go back a few weeks to the concept of creating your customer service mantra, which is my fancy word to describe a customer service vision statement. Before you can get everyone into alignment, you must give them something to align with. I like a vision statement or mantra that is short and to the point. So, if you don’t already have a vision for everyone to align to, you’re going to need one.
Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. And, I mean everyone!  Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. And you may need more than one map.  A customer’s sales journey is different than a service or support journey. The interactions a customer has on your company’s website will be different than over the phone or in person.
There is a second part of the journey map exercise, to show underneath each touchpoint how different departments and roles within those departments impact those touchpoints. If done correctly, you will eventually be able to show how each and every department – in other words, everyone – impacts the customer’s experience.
I know I’m sounding redundant, but if you haven’t already done the crucial steps of creating a vision and journey map – and I’m surprised at the number of organizations who haven’t yet done so – you have extra work to do before you can think about getting your employees into alignment.
And, now it’s time to get everyone into alignment. By getting everyone to know and understand your customer service vision, and showing on a journey map how everyone, even as individuals, impact the customer’s experience, you can begin to train everyone to your vision. This is simple in concept, but not always easy to do. You must have an effective communication strategy. It can start with an announcement. It must be articulated as not just a vision, but also an expectation that everyone must keep in mind, regardless of their role and responsibility in the organization.
And just announcing and communicating it is not enough. Each and every employee must be properly trained. It must constantly be reinforced. It must be obvious and almost overt. For employees to be in alignment, they must know it, understand it, and be able to execute it.
Customer service isn’t just for the customer service department or the front line. It’s everyone’s job. So, if there is one thing that will make a difference in your customer service for 2017 (and every year thereafter), it is to get everyone in the organization in alignment with your customer service mantra.


customer serviceShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

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 author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus, a customer service training program which helps clients develop a customer service culture and loyalty mindset. For information contact (314) 692-2200 or www.hyken.com. For information on The  Customer  Focus™ customer service training programs go to www.thecustomerfocus.com.

customer service
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken