How To Improve Company Culture & Improve The Customer Experience

OKHR_Blog_15Have you ever thought about the correlation between a company’s success and the consideration they have for their customers? In today’s world of online shopping and social media, it’s imperative that successful companies offer superior customer experience and grow revenue significantly faster than companies with inferior customer experience. In fact, the growth rate of companies with excellent customer experience is six-times that of businesses with poor customer service.

By following these four tips, you can improve your company’s overall customer experience and establish a culture that’s driven for success.

1. Expand The Experience To Every Level

The customer experience industry is shifting. Because of this, brands can’t afford to miss out on important opportunities to improve the customer experience and build strong relationships with their customers. Today, businesses across the globe are taking risks and expanding their ability to fine tune customer experience services across all business levels. Your company can take these risks too, by embedding the customer experience into the company culture on every platform: from the executives to the front-line employees. Use a variety of different channels and touchpoints, integrate customer data from multiple sources, and utilize sophisticated analytics technology to expand that experience to every level.

2. Create A Customer-Centric Culture

Successful companies have designated leadership teams that are committed to improving and instilling a customer-centric culture from the top down. Your company’s leadership team should recognize that the customer experience is what makes the difference between you and your competitors. In order to create this culture, you must invest the proper resources into your company by hiring the ideal talent and making consistent decisions that back the commitment you have to your customers.

The most effective way you can make this cultural shift is to get your hands dirty and be as involved as possible. Use your own products, take a call in your call center, visit your website, use your app, and take other measures to gain a better idea of the experience your company offers customers. Take time to actively listen to your customers to better understand their needs and desires when it comes to using your products and services. Also, talk to front line employees about the feedback they’re getting from customers and find out what suggestions they have to make the company better. By being involved in the culture of your business you can better analyze your goals and improve your bottom line.

3. Empower Your Employees

One of the best ways to improve customer experience and company culture is to empower your employees by giving them the tools, resources, and support they need to provide customers with the absolute best. It’s important to remember that every person—from executives to call agents— is responsible for the creating the best customer experience. By investing in your employees, you’ll be investing in customer and will see a greater ROI all around.

Having a seamless technological infrastructure will better help support multifaceted interactions for customers, employees, partners, and other stakeholders. Through the web, contact centers, mobile and similar channels, you can give employees the resources they need for continued educational and learning opportunities that will ultimately help build a company structured around a positive customer experience.

4. Lead Fearlessly

The journey to achieving a successful customer experience culture is not easy. There will be challenges and setbacks, but by leading with confidence and efficiency, you’ll be able to overcome any obstacles that stand in your way.

Identify business objectives to ensure you stay focused on the company mission and goals so you can remain constant, yet flexible, on your path to success. It’s also vital that you focus on the relationships, not the transactions. Take time to identify and tie the range of interactions your company has with individual customers and actively nurture the relationships with these customers as well as the stakeholders, employees, suppliers, partners, and other prime figures that make your company tick.

As you consider these factors more and look for ways to implement them in your company culture, the better able you’ll be to not only empower your employees, but be able to provide leadership in a way that inspires and encourages them to strive for continued success.

About the guest author: Brooke Cade is a freelance writer who’s committed to helping businesses and sales professionals build stronger connections with their customers. In her spare time, she enjoys learning more about InMoment.com—her CX platform of choice, reading books/articles on industry news, engaging on twitter, and exploring her local neighborhood coffee shop.

Shelby Toney
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Shelby Toney

HR Consultant at Nextep
Shelby Toney, MBA, PHR, SHRM-CP, is the 2017-2018 Social Media Director for OKHR and the 2017-2018 Treasurer for the Sooner HR Society. Shelby is also an HR Consultant at Nextep, providing HR guidance to small business owners on employment best practices, employee relations, discipline and termination, employee handbooks, job descriptions, FMLA, unemployment, and more. Shelby is a graduate of the University of Central Oklahoma with a degree in Human Resource Management and holds an MBA from Southern Nazarene University.
Shelby Toney
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About Shelby Toney

Shelby Toney, MBA, PHR, SHRM-CP, is the 2017-2018 Social Media Director for OKHR and the 2017-2018 Treasurer for the Sooner HR Society. Shelby is also an HR Consultant at Nextep, providing HR guidance to small business owners on employment best practices, employee relations, discipline and termination, employee handbooks, job descriptions, FMLA, unemployment, and more. Shelby is a graduate of the University of Central Oklahoma with a degree in Human Resource Management and holds an MBA from Southern Nazarene University.

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