This PPT slide, part of the 56-slide Customer Experience Strategy - Template and Guide PowerPoint presentation, outlines 13 components that differentiate a customer-centric culture from one that is not. It presents a clear comparison across various dimensions, emphasizing the importance of integrating customer focus into the core of an organization.
In the "Vision & Goals" section, a customer-centric culture incorporates customer language in its vision and aligns business success with customer outcomes. Conversely, a non-customer-centric culture neglects this alignment, failing to link success to customer satisfaction.
The "Values" segment highlights that a customer-centric organization prioritizes customer feedback in its value creation process. In contrast, the opposing culture lacks this focus, leading to value creation driven by internal insights rather than customer needs.
"KPIs & Rewards" reveal that customer-centric firms prioritize measures related to customer success at senior levels, while non-customer-centric organizations focus on internal productivity metrics. This misalignment can hinder the overall customer experience.
Physical and virtual artifacts also play a significant role. Customer-centric companies display materials that reflect customer preferences and needs, while non-customer-centric firms often showcase internal-focused items. The language used within the organization should resonate with customers, which is not the case in less customer-focused cultures.
Finally, "Leadership Behaviours" indicates that leaders in customer-centric organizations actively celebrate customer success, while those in non-customer-centric firms tend to focus on productivity and financial outcomes. This distinction is crucial for fostering a truly customer-oriented environment.
This slide is part of the Customer Experience Strategy - Template and Guide PowerPoint presentation.
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