Top 3 organisations adopting a thriving customer culture

Published date: 04 Jul 2024

Creating an embedded customer culture isn’t just about offering good service. It’s about fostering an environment where every colleague prioritises the customer experience. 

Here we share how three companies have successfully built a customer culture, highlighting the key actions they took to empower their staff and make customer-centricity a core value. 

Leading health solutions company 

They are highly effective in empowering every colleague around customer experience. 

Key Actions: 

  • they created a playbook of what CX means and rolled that out to colleagues at all levels 
  • they made it real for people by providing specific examples of how to embody these behaviours in different roles 
  • created a recognition program to reinforce the desired behaviours. 

Find out the top 4 ways to build a customer-centric culture in your business

Global Publishing company is a strong example of embedding a customer culture

A Global Publishing Company 

They identified different audiences according to their required customer knowledge and expertise, Knowing, Doing & Being.

Key actions: 

  • Built and delivered training for:
    – employees that need to know what being customer-centric means in their role 
    – colleagues that need the skills & capabilities to lead others on customer-centricity
    – those that need the skills & capabilities to coach others around customer 

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Leading UK merchant banking group

They created an environment for colleagues to understand what being customer-centric meant in their roles. 

Key actions: 

  • Provided a learning environment for experimentation and exploration. 
  • Encouraged staff to think creatively about delivering customer-centricity. 
  • Empowered employees to implement customer-centric practices in daily interactions. 

From creating clear playbooks to providing targeted training and encouraging experimentation, these companies offer valuable insights for businesses looking to build stronger customer relationships.  

These are just a few examples, but they demonstrate the transformative power of a customer-centric culture. By prioritising employee understanding and empowerment, businesses can create a ripple effect of positive customer experiences, fostering loyalty and driving long-term success. Are you ready to put your customers at the heart of your organisation? 

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