Customer-Centric Culture and Service Mindset- my 5 Top Tips!

Before diving into the journey of establishing a customer-centric culture, let's define it: A customer-centric culture places the customer at the core of all organisational activities, decisions, and strategies.

So whether you call it Customer- Centric Culture, Led, Obsessed, or ‘Customer at the Heart,’ the aim is similar.

So Why Focus on the Customer?

Gartner reports that customer-centric organisations are 60% more profitable.

This statistic highlights the compelling reasons organisations should prioritise customer-centricity, with benefits ranging from doing the right thing to operational efficiency and reputation building.

So regardless of the motive, adopting customer-centricity benefits both customers and the organisation, from enhanced employee pride to streamlined operations.

Customer-Centric Culture will enhance Business Performance and could look something like this:

Shared Responsibility:

When every individual within an organisation feels accountable for the customer, a collective effort is made to enhance the overall customer experience.


Encouraging individuals to take ownership of the customer journey leads to more personalised service.

Habitual CX Practices:

Customer Experience (CX) becomes a daily practice, evolving from a one-time initiative to just ‘the way you do things’.

Service Mindset:

Employees start thinking with a service-oriented mindset, placing customer needs and satisfaction above operations and financials.

Accelerated CX Programs:

CX initiatives gain faster traction due to a culture that naturally supports their implementation.

Overall Business Improvement:

Faster progress in CX programs, behavourial changes and adoption of a service mindset contribute to enhanced overall business results.

But the big question is how?

Leveraging my extensive experience with two of the world’s most customer-centric brands, followed by seven years at the Institute of Customer Service, and now with my own company, here are my top five tips for weaving the customer into your organisational culture:

1) Strategic Clarity and alignment

Clearly define what you are trying to achieve as your overall vision and goals and ensure your employees understand. Then work on the contributing factors that will enable the success of a customer-centric strategy.

2) Employee Expectations:

Creating a people before process environment comes when you start thinking about changing human behaviours.  However before you start training on new knowledge and processes you need to understand what you are asking in terms of competencies and behaviours. Think about these 4 things;

Strategic Driver: Why does your organisation what to be customer-centric

Competencies Needed: What are the competencies required for success

Behavioural Change: Define the behavioural changes necessary

Training/Support/Initiatives: Establish necessary training and support

3) Support Initiatives:

Once you have determined your agreed direction of travel you will need to establish supporting initiatives to secure employee commitment.  You will need a collaborative and empowered approach to properly engage employees.

4) Continuous Improvement:

Things will fail along the way so it’s important to test, learn, and share experiences for ongoing improvement. Be prepared for and accepting of mistakes as part of the learning process.

5) Embed for the long term and Keep Momentum:

Imagine your culture is a fire, and the kindling is your employees. To keep the fire alive, you must continue fuelling your kindling. Sustaining momentum is key to a long term and ibrant customer-centric culture.

Embarking on the journey of a customer-centric culture is not a one-time task but an ongoing commitment. As you progress, stay focused on aligning your strategy, empowering your employees, and nurturing a mindset that prioritises the customer.

If you need support following a framework, check our Measure Up ⬆️ Programme, a 6-step approach for any size business.

For more information on Measure Up ⬆️ visit our website.

Check out our Customere Centric Checklist here 

Or join us our next ‘Infusing CX & Culture: Empowerment

 Join the Conversation on Cultivating Customer Centric Culture!”

Next Article: Customer Journey Mapping as a Collaborative Tool

Get in touch, we would love to hear from you!  

How will Measure Up ↑ help you?

By adding strategic focus and momentum! We will give you flexible support, ongoing mentoring and best practice to put the customer into the heart of your culture.

In order to transform your culture to be more Customer Centric long term, we will run emotional culture workshops and upskill your team so they continue to develop behaviours in a long term, cost effective and sustainable way.



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