Additional Resource:
CultureShift™

IGNITING AN ENGAGED CULTURE THAT IS COMMITTED TO CUSTOMERS

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.

DOES YOUR CULTURE NEED A SHIFT?

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.

WALKER’S APPROACH FOR A CUSTOMER-COMMITTED CULTURE

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.

THREE PHASES OF CULTURE SHIFT:

1. ENVISION: 
   In the first stage, we collaborate with you to assess the current status of your culture and create a vision for what you want your future culture to look like.
   
   Activities at this stage include:
   a. Development of a team to spearhead the initiative
   b. A company-wide CX maturity assessment
   c. Work to engage executives and secure buy-in
   d. Vision and governance development
    
2. ACTIVATE:
   In the second stage, the real work begins as we create a sense of urgency, identify obstacles and engage managers in our action plans.
   
   Activities at this stage include:
   a. Formalized vision and governance plans
   b. Executive activation workshops
   c. Definition of success measures
   d. Manager activation workshops
    
3. TRANSFORM:
   Stage three is about building and maintaining momentum as we drive cultural change deeper in the organization.
   
   Activities at this stage include:
   a. Manager launch meetings
   b. Establishment of ongoing recognition programs
   c. Consistent tracking of progress and changes
   d. Quarterly progress reviews

WALKER'S APPROACH

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.