Customer centricity is more than just a buzzword; it's a way of doing business that fosters a positive customer experience at every stage of the customer journey. It starts with your culture.
Leadership Buy-In
If the C-suite doesn't prioritize CX, no one else will. Leaders must model the behavior they want to see, regularly engaging with customer feedback and making decisions based on customer impact, not just short-term profit.
Democratize Customer Data
Don't silence customer feedback within the support team. Share "Voice of the Customer" (VoC) insights with product, marketing, and sales teams. Engineers should know how their code affects users; marketers should know what customers truly value.
Hire for Empathy
Skills can be taught, but attitude is hard to change. When hiring, prioritize candidates who demonstrate genuine empathy and a desire to help others, regardless of the role.
Celebrate CX Wins
Did an agent go above and beyond? Did a product change reduce friction? Celebrate these wins publicly. What gets rewarded gets repeated.
Building a culture takes time, but the result is a resilient brand that customers love and trust.