Forrester's Indicators of an Effective Customer-Centric Culture Transformation
A customer-centric culture is a system of shared values and behaviours that focus employees’ activity on improving the customer experience in order to win, serve, and retain customers.
Everyone knows that embedding customer obsession into an organisation’s culture matters. Ninety-seven percent of respondents to a Forrester survey said that their company talks about the importance of customer experience to employees and other stakeholders at least some of the time.
SEE ALSO: Human Emotion as a Driver for an Excellent Customer Experience
The problems for customer experience (CX) pros arise when they have to make the case for fostering customer centricity over other, more quantifiable initiatives.
This report from Forrester for CX Network looks into how you can track indicators of progress towards customer centricity to help you achieve this within your own organisation.