Culture is one of the most important parts of customer service and customer experience. I’ve made numerous videos about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again, which by the way, is finally out. (Shameless plug: Get it today!)
It’s always been my philosophy that customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. It’s part of the company’s culture.
In the past, I covered six steps to creating a customer-centric culture. These are still the right steps. But, I’d like to add some ideas from the new book to supplement this powerful process.