{"id":1121,"date":"2015-12-15T10:38:45","date_gmt":"2015-12-15T10:38:45","guid":{"rendered":"http:\/\/amydowns.wpengine.com\/?p=1121"},"modified":"2023-07-14T13:30:20","modified_gmt":"2023-07-14T13:30:20","slug":"culture-matters-make-customer-obsession-central-to-employees","status":"publish","type":"post","link":"https:\/\/www.customerobsessing.com\/es\/culture-matters-make-customer-obsession-central-to-employees\/","title":{"rendered":"Culture Matters: Make Customer Obsession Central to Employees"},"content":{"rendered":"\t\t
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Culture Matters: Make Customer Obsession Central to Employees<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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First Published: December 15, 2015<\/a><\/p>

The foundation for creating happy customers is having a culture that supports happy employees.\u00a0 Corporate culture is the starting point for great customer service. Nothing makes a customer more excited about a brand than to sense employees\u2019 sheer delight in delivering a product or service they love. Because of this, building a strong cultural foundation is the first step in creating and sustaining customers who not only continue buying, but who want to become part of the family.<\/p>

It\u2019s not enough to be customer centric \u2026 you must be customer obsessed.<\/span><\/h2>

Transforming a corporate culture to be customer-obsessed requires a deep commitment.\u00a0 You must be in it for the long haul, as cultural transformations do not happen overnight.\u00a0 While the path is long, the reward is absolutely worth every second spent.\u00a0\u00a0<\/p>

The underlying foundation of a strong corporate culture is the establishment of a clear mission and vision<\/b> and a values-driven ethos that the entire company \u2013 across all departments \u2013 can rally around. When an employee has five competing priorities, for example, the ability to immediately evaluate how each of them stacks up against the mission and vision will help them determine which of those to tackle first. \u00a0Having core values<\/b> in place that provide a framework for decision making provide the tools employees need to be empowered to do great things for customers.\u00a0 When building a customer obsessed organization, core values serve as the guiding light and every employee should understand and believe in them \u2026 at every level and in every department. Even if the sales team interacts with customers more than other employees, when something goes wrong, it\u2019s up to everyone to fix it. The customer doesn\u2019t care who made the mistake. They just want to see it resolved.\u00a0 With a culture of employees who understand how to live a core value like customer obsession, everyone rallies around the fix.\u00a0 Everyone is in alignment.<\/p>

Defining Mission, Vision and core Values as a foundation<\/h3>

To achieve this at Lifesize<\/a>, one of the first things we did was hire a Chief People Officer (CPO), someone whose responsibility would be to help us to define our mission, vision and core values and provide the tools necessary to ensure we lived and breathed them every day. Ultimately the core values served as the decision-making guidelines that kept us focused and centered.\u00a0 Once the mission, vision and core values were launched and the processes to ensure these were woven into the fabric of recruiting and retaining the very best talent, we rallied around the things that were most important which helped to transform our culture from one where he-said, she-said politics that can drag the best companies into oblivion into one where all teams united around what was most important to Lifesize and our employees.<\/p>

Customer Service DNA as corporate culture\u00a0<\/h2>

Along with establishing a set of core values, our CPO is jointly responsible for ensuring that the customer-service DNA<\/strong> we all share is present in the people we hire as well. These are the types, for example, who instinctively know that when they cycle through their daily responsibilities, they start with the most customer-impacting and end with the least.<\/p>

Business luminary Peter Drucker said, \u201cculture eats strategy for breakfast<\/b>,\u201d and in my experience this has rung true, time and time again. I\u2019ve worked in poisonous corporate environments and I\u2019ve also had the opportunity to work in really great ones, like the one we\u2019ve built at Lifesize. Not only do customers actively avoid atmospheres they view as toxic \u2013 regardless of the product \u2013 there\u2019s nothing quite as satisfying as seeing customers thrive on positive corporate energy. It\u2019s only natural: they want to be part of something that makes them feel good. When employees aren\u2019t happy at work every day, the best-laid strategies go straight to the shredder.<\/p>

Employee Engagement for success<\/h3>

Landmark research from Gallup<\/a>\u00a0demonstrates that the top quartile in employee engagement<\/a>, based on a set of established metrics, outperformed the bottom quartile by 22 percent in profitability, 21 percent in productivity and 10 percent in customer ratings. The surest path to engagement is creating a space where employees feel united in a common goal. To the extent that we can populate our organizations with folks who have customer obsession in their DNA, it only follows that their values-driven work ethic will lead to a culture of engagement on a fully infectious scale.<\/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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First Published: December 15, 2015 The foundation for creating happy customers is having a culture that supports happy employees.\u00a0 Corporate culture is the starting point for great customer service. Nothing […]<\/p>\n","protected":false},"author":4,"featured_media":1846,"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":[18,49,11,19,12,10,8,9],"tags":[20,21,16],"class_list":["post-1121","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-company-culture","category-customer-experience","category-customer_loyalty","category-customer-obsession","category-customer_success","category-employee_engagement","category-nps","category-voice-of-customer","tag-company-culture","tag-customer-obsession","tag-employee-engagement"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/posts\/1121","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/comments?post=1121"}],"version-history":[{"count":0,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/posts\/1121\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/media\/1846"}],"wp:attachment":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/media?parent=1121"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/categories?post=1121"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/tags?post=1121"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}