Babette Ten Haken

Contact Babette
  • Home
  • Programs
    • Keynote Presentations
    • Breakouts & Workshops
    • Coaching & Facilitation
  • Blog
  • About Babette
    • Testimonials
    • Honors & Awards
  • Contact Me!
You are here: Home / Customer Experience, Success, Loyalty, Retention / How a Customer Experience Culture leverages Collaboration

How a Customer Experience Culture leverages Collaboration

April 26, 2018 by Babette Ten Haken Leave a Comment

customer experience cultureWhen I ask you whether your organization has a customer experience culture, how do you answer?

If the answer is “Yes!” just what does your customer experience culture look like? Sound like? Deliver like?

For starters, this phrase simply may pay lip service to the phrase: “customer experience.” In reality, there is no “culture” that has your back, at all.

Instead, each quarter, the sales force chases high customer experience (CX) survey scores from the folks who sign the contracts. What an experience, for that sales force! Ultimately, that definition of customer experience becomes numerical obsession, rather than customer obsession. And, that CX number is tied to seller and management bonus compensation, instead of process and product improvements leading to changes in organizational behavior.

Then again, consider what happens when a customer experience culture starts walking the walk, instead of just talking the talk.

When the focus of employee experience becomes collaboration, people, services and processes are prioritized over attaining a score. This shift in mindset creates a collaborative pre-sale and post-sale continuum of activities focused on the customer. Instead of numerical obsession, there is workforce obsession around the question of: “How can we create better and better customer experiences by creating better and better ones for ourselves, as we work together with each other?”

When the focus is on creating a customer experience culture comprised of collaborative people, processes, and outcomes, CX is more than a number.

Organizational cultures are not comprised of measurements and numbers. These are organizational tools. However, they often lack the context to stand on their own. Rather, organizational cultures are comprised of the words, actions and values of the people within those cultures. Including all people, in all locations, from all employment, educational and professional tiers. Not just the sales, marketing or service folks.

When my current and prospective clients talk about “getting a customer experience program together”, we talk about whether they want to chase numbers or build an enduring footprint within their clients’ organizations.

That question usually gives them reason to pause. And it should.

Throwing a CX software program, or any type of program for that matter, at customers is meaningless, over the long haul. What makes your customer experience program relevant and valuable is how your organization backs it up. Walking the walk involves the power of people, processes, behaviors and culture creating remarkable client experiences.

Before you invest in a CX program, let’s focus on how your customer experience program will leverage the collaboration created by an actual customer experience culture. 

Start moving one millimeter forward, today.

  1. Has what you read today started you thinking about tomorrow? Contact me and let’s create a One Millimeter Mindset™ program that fits your needs.
  2. Subscribe to my blog. Never miss another insightful post.
  3. Engage me to speak or conduct an interactive workshop at your next corporate or association event.

Babette Ten Haken, Founder & President of One Millimeter Mindset™ serves organizations as a corporate catalyst and innovative speaker, strategist, coach and storyteller. Babette’s One Millimeter Mindset™ Workshops and Speaking programs leverage collaboration to catalyze professional innovation, workforce engagement and customer retention, especially in challenging Industrial Internet of Things environments. Babette’s playbook of IIoT team collaboration hacks, Do YOU Mean Business? is available on Amazon. She is a member of SME, ASQ, SHRM, PMI, and the National Speakers Association.

Image source: Fotolia

Enjoy this post? Please share it!

Share on TwitterShare on FacebookShare on LinkedInShare on EmailShare on Reddit

Filed Under: Collaboration And Convergence, Customer Experience, Success, Loyalty, Retention, Human Capital & Industrial IoT Workforce Tagged With: collaboration, customer experience, customer focus, CX, CX surveys, Industry 4.0 human capital strategy, organizational culture, STEM Professional Development, STEM STorytelling keynote speaker

About Babette Ten Haken

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Hire Babette to speak at your next conference or corporate meeting.

https://youtu.be/Yf-h80O_QZ4
Sign up to receive posts via email
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide
No spam, ever. Promise. Powered by FeedBlitz
SalesProCentral
Customer Experience Update

Categories

  • Collaboration And Convergence
  • Customer Experience, Success, Loyalty, Retention
  • Human Capital & Industrial IoT Workforce
  • Professional Development
  • Trending Book Reviews
  • Uncategorized

Recent Posts

  • If It Is Not Fun Then Why Keep Doing It?
  • 3 Blog Posts To Professionally Reboot Yourself
  • How Are You Investing Emotional Energy On Clients?
  • Are Your Clients Prioritizing Absolutely Everything?
  • Are You The Default Team Problem-Solver?

Archives

Revenue-Generating Problem Solving | Professional Innovation | Collaborative Leadership | Keynotes, Workshops, Facilitation Learn more....

Contact Babette
Sign up to receive posts via email
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide
No spam, ever. Promise. Powered by FeedBlitz

Recent Posts

If It Is Not Fun Then Why Keep Doing It?

3 Blog Posts To Professionally Reboot Yourself

How Are You Investing Emotional Energy On Clients?

Follow Us!

Follow Us on FacebookFollow Us on TwitterFollow Us on LinkedInFollow Us on Instagram

Privacy Policy

Change Catalyst | Revenue-Generating Problem Solving | Professional Innovation | Collaborative Leadership | Keynotes, Workshops, Facilitation
Sales Aerobics for Engineers®, All Rights Reserved 2022 ©
By continuing to browse the site you are agreeing to our use of cookies