In virtually every speech I give on Customer Centricity or building a Customer Obsessed company, there is always one question that comes up…almost every time.
“Who should lead this effort or initiative in the company?”
And my response is always the same. What is it we are really trying to build when you cut through all the great words and phrases? CULTURE. This is all about creating a new culture in your company…one that obsesses over trying to give the absolute best customer experience possible…every day in everything we do. That’s a cultural thing, not an initiative or project or program. This is a “way of life”.
This usually makes it easier to understand my answer…it’s YOUR JOB!! As the CEO, President, or Business Owner, it’s your job to create the culture you want in your organization. To me it is a non-negotiable item for a leader. You can get input, solicit feedback, and do some research…but at the end of the day, the buck stops at the top. And this is where culture needs to reside.
There are lots of things inside a company where the employees are better equipped with their knowledge, experience, and insights to help the company grow. But there are two key areas where there needs to be a line drawn in the sand…
- VALUES
- CULTURE
These are two key areas that truly describe your company. They are the foundation of how we treat each other (employees) and how we treat our customers. Both of these are non-negotiable items…meaning we don’t compromise, bend, manipulate them to fit the moment, they are the foundation of our business. It would be like building a solid foundation to your house and then after the house is up, start weakening different parts because someone didn’t like them. Eventually the house would crumble in a heap.
If you are the CEO or Business Owner of a company, this is where you get to step up and describe how you will treat your employees and customers. How you will operate when times are good and bad. How you will handle difficult situations. When these are nailed down, the discussion is much easier and your credibility and reputation will show the results…impeccable!
Saying we are going to “focus on our customers” doesn’t really define your culture. Telling everyone you obsess over them and putting the foundation in place that supports this with your culture and values sends an entirely different message. If you can’t live this…might want to pick a different culture to create in your company. But whichever one you pick, stand by it in everything you do…and like the foundation on your house, stand strong. The results will amaze you…and so will your people and customers!
