{"id":4601,"date":"2018-05-24T16:02:55","date_gmt":"2018-05-24T16:02:55","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=4601"},"modified":"2023-05-02T15:43:37","modified_gmt":"2023-05-02T15:43:37","slug":"customer-experience-culture","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/customer-experience-culture\/","title":{"rendered":"If You Don\u2019t Have a \u2018Customer-Obsessed\u2019 Culture, You\u2019re Losing"},"content":{"rendered":"Would you call your company \u201ccustomer obsessed\u201d?\n\nIt might sound extreme, but that\u2019s the level of dedication retailers need to succeed in the current customer landscape.\n\nConsumers have more choice now than ever before, and they\u2019re not hesitant to exercise it. A single negative experience will drive one in three customers straight into your competitor\u2019s arms, according to PwC<\/a>.\n

Set your company apart from the competition with a superior customer experience.<\/a><\/h3>\nAchieving customer loyalty depends on a retailer\u2019s ability to consistently provide an optimal customer experience<\/a>. Your brand should be a symbol of quality, convenience, and reliability.\n\nHow do you build this brand AND make it authentic to who you are as a company? The answer is by embedding these traits into your company\u2019s DNA \u2014 by creating a customer experience culture.\n

How customer obsession becomes customer success<\/h2>\n\"Amazon\"\n\nWe needn\u2019t look any further than Amazon<\/a> to understand how a customer experience culture leads to overall business success.\n\n\u201cCustomer obsession\u201d is Amazon\u2019s No. 1 leadership principle<\/a>:\n
\u201cLeaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.\u201d<\/blockquote>\nIt\u2019s this core value that has enabled Amazon to balloon from an online book retailer to a global \u201ceverything\u201d retailer with annual revenues exceeding $1 billion.\n\nWhen \u201ccustomer obsession\u201d is a top leadership principle, it becomes the anchor in every department, process, and decision. It is not a tactic to simply increase sales. It\u2019s a fundamental characteristic of the organizational culture.\n

How to build a customer experience culture<\/h2>\n\"organizational\n\nCreating a customer experience culture requires a team effort from HR leaders and company executives. Together they must define which cultural traits will enable them to become customer-centric, inside and out.\n\nHere are seven steps to get you started.\n

1. Define the customer experience you want to provide.<\/h3>\nIn general, customers desire a few key things from the companies with whom they do business, according to PwC<\/a>: speed, convenience, friendliness, and knowledge.\n\nA positive customer experience fulfills these demands. But it\u2019s important to understand not only how to satisfy your customers<\/a>, but how to wow them<\/a>. Do you know what kind of experience will keep them coming back?\n\nWhen you set out to create a customer experience culture, the first step is to define what the ideal customer experience looks like. The questions you need to ask are:\n