I recently posted a poll on LinkedIn asking "Does your organization have a customer-centric culture?" which was posted on this blog and across several customer service and customer experience related groups.
While not statistically significant in scope, the results really surprised me: 40% of those who responded answered no! If professionals who have enough of an interest in customer experience topics to join a related LinkedIn group or read this blog feel this way, how would any other employee respond?
We've heard time and again that a customer centric culture will lead to improved customer experiences. How can we make this a priority for organizations?
The poll is now closed, but air your thoughts in the comments here! Is your company's culture customer focused? Why or why not? If not, would you want to change things?
Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at firstname.lastname@example.org