Overview
A customer-centric culture happens when every aspect of the agency’s culture – from the top-down is focused on the customer.
Even if your agency feels confident that everyone is supporting your customer as best as possible, these materials and ideas can bolster or mature wherever your agency is at this point.
Importance
A customer-centric culture is vital for:
- creating shared values and behaviors to focus employees on delivering great customer experiences
- educating every employee about who the customer is and their impact on them
- impacting both employee experience and customer experience
- employees understanding the importance of the customer and feeling empowered to deliver great service
- creating a positive work environment that can lead to increased productivity and innovation
Create, Share, and Use
The following materials can be created and shared across your agency to help create a CX culture:
- Discuss the CX Roadmap and Initiatives: The CX Strategy and roadmap of its work is foundational for any agency. Sharing this information is vital and should be regularly discussed and reviewed so that all employees can get familiar with the CX focus for your agency.
- Prepare Customer Feedback: A customer-centric approach involves gathering and analyzing customer feedback. This data provides valuable insights that can be used to improve products, customer service, and overall customer experience.
- Capture Customer Stories: Storytelling is a great way to grab the attention of your employees. Stories can highlight excellent outcomes and experience or can draw attention to things have gone very wrong.
- Create a Rally Cry: A rally cry is a short, memorable phrase or statement that captures the essence of putting the customer first. It's a powerful tool for uniting employees around a shared mission and inspiring them to deliver exceptional customer experiences.
- Celebrate Staff: Recognize and acknowledge your staff members who consistently deliver exceptional service. How you incentivize, what you recognize, and how you reward and celebrate successes can depend on your agency. The CX Office will also be providing recognition for staff at the state level.
Communications
Get creative and think through all of the current communication channels you use as well as new ways to get the word out. Ideas for how to share any and all of the information described in the previous section include:
- Intranet articles to write and share with all employees
- Intranet dedicated website to host valuable information
- Lunch n’ Learns to gather staff for smaller discussion groups
- Emails to all or select staff to share information
- Roadshows to get in front of teams and staff
- CX “Champions” to get the word out