customer-centric culture
The Culture Challenge
Shep Hyken | September 29, 2021
By Shep Hyken Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again, which by the way, is finally out. (Shameless plug: Get it today!) It’s always been my philosophy that customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. It’s part of the company’s culture. In the past, I covered six steps to creating a customer-centric culture. These are still the right steps. B...
What’s Your Passion?
Shep Hyken | June 21, 2021
By Shep Hyken I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You could feel that customer service was at the heart of what they were about. In addition to all that one would expect in a resort, there was something that stood out. It was small, yet noticeable. It was the employee name badges. I’ve been to res...
