From the course: Leading a Customer-Centric Culture
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Be a culture leader
- The one leadership behavior that really stands out in customer-centric organizations is consistently reinforcing the service culture. There are a number of ways that you can do that. One way is to model the culture. This means acting the same way you want your employees to act, since employees tend to follow the examples of their leaders. The best service leaders are highly visible. For example, a technical support leader regularly takes customer calls so employees can observe the way she treats customers, and so she can maintain her own customer focus. A hotel general manager spends a lot of time walking throughout the hotel speaking with guests and associates alike to ensure things are running smoothly. Employees in these organizations understand what it means to be customer focused because they see their leaders model those behaviors. Another way leaders can reinforce a customer-centric culture is by using the customer service vision to guide strategy. The CEO of one large…
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