Rather than thinking customer-centric, how about thinking people-centric?
While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.
I’ve heard that said many times over the last 25 years. It doesn’t get any easier to hear over time. And the thinking is just as erroneous now as it was back then.
If you want to move beyond cosmetic changes and lip service to real changes in the customer experience, you must first look at the employee experience. In order to improve both, you must first look to company culture and leadership.
At the root of what both employees and customers experience with a company is its culture; and that culture must be one designed to focus on both of their needs – and put them and their needs before profits or shareholder value. Does your company have a people-centric culture, or is it profit-centric and profit-driven? Yes, companies must make money, but there’s a better way to do it that benefits all constituencies involved.
I’m so glad you asked!
If you missed me talk about how to do just that in last week’s webinar with CallidusCloud, you can still listen and view it on demand. In this webinar, I take the audience through the typical culture pyramid and then contrast that with what a people-focused culture looks like – and how to get there. Trust me. It’s a very different culture pyramid from the typical organization’s culture.
Be sure to watch the webinar, Be a CX Winner by Focusing on Culture and Employee Experience. Let’s shift the way that everyone thinks about leadership, culture, and business. Let’s drive outcomes by creating a culture where people are put before profits. Focus on the people, and the numbers will come!
Our philosophy is that we care about people first. – Mark Zuckerberg
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