How to Build a Customer-Centric Workplace Culture

Duration: 60 minutes

A strong, positive corporate culture has a powerful impact on recruitment, retention and morale. But many are surprised to learn that positive corporate culture directly impacts external customers, too.

What happens inside your organization is felt on the outside by customers. It’s the reason many companies with the highest customer satisfaction ratings also receive top marks for employee satisfaction. Apple, REI, Google, Southwest, to name a few.




But creating happy customers and happy employees simultaneously isn’t easy. In fact, by focusing on just customer service or just employee satisfaction, many companies find the other slipping.

So what do companies that excel at both do differently?

Two things:
First, they re-calibrate the word “customer”. Employees at these companies define “customer” as every other person they come into contact with—externally and internally.

Second, they empower employees to deliver excellent service. They build a culture that is so rich in service that everyone—from the CEO to the bottom of the org chart— thrives on making others happy.

In this fast-paced, content-rich webinar you will learn six key strategies any organization of any size can use to build a “culture of customer service” — even if you don’t have external “customers” in the traditional sense.

      LEARNING OBJECTIVES

      Attendees will learn: 

      • How to challenge employees to approach everyone as a “customer” that must be “serviced”
      • Why empowered employees, quite simply, deliver better service to everyone around them
      • Real-world examples, across different industries and different job functions, of how companies empower their employees. (Assignment: Think of any employee at your organization that can’t be empowered to impact customer service. This session will prove you wrong.)
      • Simple, though not always easy, steps for redefining interactions on every level: employee-to-customer, employee-to-employee, employee-to-vendor and management-to-employee. 
      • How to set a new bar for external customer service, and why being “good” isn’t good enough. 
      • The research behind customer satisfaction and its impact on sales and company value

      ABOUT THE SPEAKER

      Shep Hyken, CSP, CPAE, is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees.

      His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers The Cult of the Customer and The Amazement Revolution, which a New York Times bestseller. His latest book is Amaze Every Customer Every Time. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

      Certification

      This program has been approved for 1.5 recertification credit hour(s) through the HR Certification Institute (HRCI) & Society for Human Resource Management (SHRM).

      What You Get With Each Option

      Live Recording

      Live Only

      Participation in the live upcoming webinar

      Recording

      Recording Only

      Full MP4 recording of webinar, including Q&A. Choose digital download or CD-ROM by mail.

      Live and Recording

      Live + Recording

      Participation in the live webinar + Full MP4 Recording. For recording, choose digital download or CD-ROM by mail.

      Event Package

      Event Value Pack

      Participation in the live webinar + Full MP4 Recording + Audio-only MP3 recording. For recordings, choose digital download or CD-ROM by mail.

      What You Get With Each Option close

      Live Recording

      Live Only

      Participation in the live upcoming webinar

      Recording

      Recording Only

      Full MP4 recording of webinar, including Q&A. Choose digital download or CD-ROM by mail.

      Live and Recording

      Live + Recording

      Participation in the live webinar + Full MP4 Recording. For recording, choose digital download or CD-ROM by mail.

      Event Package

      Event Value Pack

      Participation in the live webinar + Full MP4 Recording + Audio-only MP3 recording. For recordings, choose digital download or CD-ROM by mail.

      About Webinar Connections close

      Each purchase is for ONE computer to access the session.
      A group may participate in a room together as long as only 1 computer is logged in.
      If you need more than one computer to access the webinar, please call customer service at 888-479-2777.
      A charge will apply for each connection.