{"id":1134,"date":"2016-07-22T10:38:44","date_gmt":"2016-07-22T10:38:44","guid":{"rendered":"http:\/\/amydowns.wpengine.com\/?p=1134"},"modified":"2023-07-14T13:28:52","modified_gmt":"2023-07-14T13:28:52","slug":"how-to-transition-your-business-to-be-customer-centric","status":"publish","type":"post","link":"https:\/\/www.customerobsessing.com\/de\/how-to-transition-your-business-to-be-customer-centric\/","title":{"rendered":"How to Transition Your Business to be Customer-Centric"},"content":{"rendered":"\t\t
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How to Transition Your Business to be Customer-Centric<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Amy Downs
First Published: July 22, 2016<\/a><\/p>

One of the most fascinating phenomena in corporate cultures<\/a> far and wide is the extent to which we all forget that we\u2019re in this for the customer. In all fairness, it\u2019s easy to lose sight. Each business is a universe unto itself, with its own customs, hierarchies and vocabularies. We naturally get swept into the daily politics of the enterprise, and in the process we forget that, while it\u2019s important to serve each other, the reason we\u2019re here is to serve the people who buy our goods and services.<\/span><\/p>

When I took on my role at Lifesize<\/a>, I posed a simple question at my first town hall meeting:\u00a0
Who do you think pays your check?
Our CEO?
The board?
Silence.<\/span><\/p>

Ultimately, it\u2019s the customers who pay the bill. Therefore it\u2019s only logical they have a seat at the head of the table.<\/strong><\/h2>

The first key to making a business customer-centric is to find ways to place customers in the hearts and minds of every single employee \u2014 to turn them into customer advocates<\/a> \u2014 from the CEO all the way down. If employees do not fully understand how their role directly impacts customers, there\u2019s no way they can align their daily activities to the umbrella goal of creating an exceptional customer experience<\/a>.<\/p>

If you\u2019re a senior customer experience executive coming into an existing company the way I came into Lifesize, one of your first tasks is to identify folks who have customer service in their DNA and to position them as role models and mentors for others to follow. And as the company ethos begins to transform, it\u2019s equally important to identify naturally customer-centric candidates during the hiring process. There are plenty of folks out there with an innate desire to serve others. In our case, since we\u2019re on a mission to enact and uphold a refreshed set of core values, we have trained ourselves to see this in others.<\/p>

If service is in people\u2019s DNA, they wake up asking themselves how they can help others.<\/strong><\/h3>

Since Lifesize is a technology company, our customer care reps have to be engineers. Recently, I interviewed a candidate who was a little nervous. I loved that the first thing he did in the interview was to pick up one of our codecs and start tinkering. Good sign #1. After he warmed up some, I asked one of my favorite interview questions, \u201cWhat gets you out of bed in the morning?\u201d His answer, \u201cI love to help people.\u201d Good sign #2.<\/p>

Then I asked, \u201cCan you explain how you help people?\u201d He candidly told me that he had the worst customer service ratings at his previous employer and that it didn\u2019t matter much to him. He was judged on how quickly he could help a customer and specifically gave an example of being reprimanded for assisting with an issue that involved multiple vendors \u2014 which was not allowed. He believed that if a customer has a problem, he or she should not have to determine which vendor has the issue. So he resolved the complex issue, even though it meant he was going to get in trouble for it. Needless to say, we hired him on the spot! That\u2019s service DNA. One of the cornerstones of a customer-centric company is commitment to customers. Period.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\tEntschl\u00fcsseln Sie Ihre Customer Journey: Eine Schritt-f\u00fcr-Schritt-Anleitung zum Erfolg\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t
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\n\t\tMitarbeitereinbindung in Zeiten des Wandels: Strategien zur F\u00f6rderung von Moral und Produktivit\u00e4t\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t
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\n\t\tDatengesteuerter Customer Success\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t
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\n\t\tStrategisches Account Management f\u00fcr Customer Success & Sales\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Amy Downs First Published: July 22, 2016 One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we\u2019re in […]<\/p>\n","protected":false},"author":4,"featured_media":1853,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[13,18,49,11,19,12,10],"tags":[],"class_list":["post-1134","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cltv","category-company-culture","category-customer-experience","category-customer_loyalty","category-customer-obsession","category-customer_success","category-employee_engagement"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/posts\/1134","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/comments?post=1134"}],"version-history":[{"count":0,"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/posts\/1134\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/media\/1853"}],"wp:attachment":[{"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/media?parent=1134"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/categories?post=1134"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerobsessing.com\/de\/wp-json\/wp\/v2\/tags?post=1134"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}