Building the right culture for customer-focused results can be overwhelming for those who lead CX initiatives because so much seems to lie beyond your control. However, without the right cultural setting, your customer experience efforts will likely fall flat. We all know the benefits – a good culture brings out the best in employees, maximizes operational performance, attracts new customers, responds to customer needs, anticipates future demands and helps to retain customers even when times are tough. The challenge is execution. Walker has developed CultureShift™ to take on this challenge and deliver a solution that can ignite a culture of commitment to your customers.
In our work with many companies we’ve found that there are triggers, or signals, telling us that the cultural setting of a company needs to transform.
Ineffective CX – Too often, CX initiatives that are weak or poorly resourced result in low awareness, a lack of understanding and very little action from employees.
Shakeups – Reorganizations, mergers and acquisitions can take all the attention away from customers to focus on internal issues.
The CX plateau – Sometimes CX programs hit a point where they stall because they aren’t seeing the positive impact that was expected.
Competitive disadvantage – Companies can easily find themselves at a competitive disadvantage when a new player emerges touting a better experience.
How can CX professionals be the catalyst for igniting a customer-committed culture? Walker has developed a three-stage program for establishing and maintaining a culture that supports CX initiatives and is committed to the current and future demands of customers.
At Walker, we’ve seen too many companies struggle to advance their customer experience efforts when faced with cultural challenges. To combat this, we developed CultureShift – a combination of Walker’s finest services: objective assessments, expert facilitation, knowledgable advice and regular monitoring of progress.