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Three tips for creating a true
customer-centric culture.

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At the heart of every
customer-centric organization
are its people.

3. • Empathetic
• First-rate listening skills
• The “golden rule” mindset
The behavioral attributes required of your employees:
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4. How can you ensure you’ve got the
right people to be a leading
customer service organization?
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5. 1. Hire people with
high EQ
(emotional intelligence)
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6. Better listeners
Proactive
Positive in face of stress
High EQ individuals exhibit
behaviors necessary for building a
strong culture:
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High EQ is a
Good Predictor
of Success

7. • High EQ employees routinely
outperform colleagues and were less
likely to leave the organization.
Research shows:
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2. Encourage employees to “walk a mile”
in the customers’ shoes.

9. Anticipate customer needs
Ask the right questions
Empower employees
Strive to create a company-wide
culture of empathy:
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Engage with
Customers on
a Deeper Level

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3. Foster a culture of teamwork and
sharing.

11. Map the customer journey
Seek employee input
Close the loop with everyone
Establish an environment where
everyone is encouraged to
contribute to the process.
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Embrace
Transparency
and Share
Success Stories

12. Hiring the right people can
make a difference.
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13. Celebrate employees who emulate
positive personality traits and
coach others on how to effectively
listen to the customer.
Read more at:
http://www.1to1media.com/weblog/2011/11/outbehave_the_competition_with.html
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©2014 Satrix Solutions

14. • Customer Satisfaction Survey
• Net Promoter Score® Survey
• Customer Advisory Board
• Sales Win / Loss Analysis
About Satrix Solutions
• Culture Alignment Programs
• Employee Satisfaction Survey
• Employee Net Promoter Score
• Employee Engagement
We measure success by the results our clients achieve.
Our customized feedback programs and flexible approach
incorporates best practices obtained from our extensive
experience to introduce discipline, rigor, and metrics to your
feedback efforts.
Customer and Employee Feedback Programs
®Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company,
Inc., Satmetrix Systems, Inc., and Fred Reichheld
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