Emotional Engagement and Customer Centricity Featuring Vibhas Ratanjee

Top Takeaways:-      Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction—it’s about an emotional connection with your customers. -      There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. -      In order for leaders to be truly customer-centric, they must be immersed in the customer experience. That means spending time on the frontlines of customer service. -      Give your customers a voice in your company. Actively involve them in problem-solving and give them a seat at the table. -      Leaders must model the company culture they wish to see. -      Customer centricity must be part of an organization’s values. These values must be visible to all employees and felt by customers. Define the behaviors you wish to see and empower those frontline employees to deliver on those values. -      Even internal employees who may never directly interact with customers still have an impact on the customer experience. Every employee must recognize their place in the customer journey. -      Emotional engagement is driven by three metrics: pride, passion and confidence. -      Engaged employees lead to engaged customers. Fully engaged employees and customers translate into greater profit and success for your company. -      Service values are similar to core values. They define standards of service on how to delight customers and should ignite and inspire employees, not stifle their initiative. -      Recognize the difference between skill, talent and knowledge. Skill can be transferred, knowledge can be learned, but talent is innate. Part of hiring right is finding that talent. -      Much of driving customer-centricity boils down to measurement. Measurement alone isn’t enough, though—you must use what you learn to improve the process and drive a better customer experience. Quote:“A customer-centric culture is one where everyone is engaged in creating engagement for our customer. That engagement is emotional engagement, not just satisfaction or loyalty.” About:Vibhas Ratanjee is a Senior Practice Expert with Gallup who specializes in organizational development, culture change and executive-level engagement strategies. Vibhas is an executive coach and a leadership consultant to senior executives and CEOs, as well as a well-known speaker and author. Learn more about your ad choices. Visit megaphone.fm/adchoices