The document provides information about an upcoming webinar on creating a customer-centric culture presented by Shep Hyken. It includes Hyken's biography noting his experience working with Fortune 100 companies. It then summarizes key points from the webinar about what makes great companies focus on more than just products, the importance of customer service, and outlines a six step process ("The 6 D's") for building a customer-centric culture that includes defining, disseminating, deploying, demonstrating, defending, and delighting in the customer-centric approach.
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6 Steps to Creating the Customer-Focused Culture
2. HOUSEKEEPING
- The recording of today’s presenta>on will be
available on cxweek.com
- Join the conversa>on on TwiHer by twee>ng
@Qualtrics using #cxweek
3. How to Create a Customer-Centric Culture
In just a few minutes the Webinar will begin.
While you wait, here is some information about your presenter…
The “Official” (and somewhat boring) Shep Hyken Bio:
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a
speaker and author, Shep works with companies and organizations who want to build
loyal relationships with their customers and employees. His articles have been read in
hundreds of publications, and he is the New York Times and Wall Street Journal
bestselling author of Amaze Every Customer Every Time, The Amazement Revolution,
The Cult of the Customer, Moments of Magic®, and The Loyal Customer. He is also the
creator of The Customer Focus™ program, which helps clients develop a customer
service culture and loyalty mindset.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds
of clients ranging from Fortune 100 size organizations to companies with less than 50
employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T,
AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s!
(CPAE, or the Council of Peers Award for Excellence, is the National Speakers
Association’s Speaker Hall of Fame award for lifetime achievement in the area platform/
speaking excellence. CSP is the international designation for Certified Speaking
Professionals and is awarded to individuals for certain achievements and education in
the speaking profession.)
27. The Customer Focus™ online/virtual training brings our
best customer service training direct to your computer, smartphone, or tablet.
It is all about creating an amazing customer experience. And, creating customer amazement
isn’t hard. It’s something we can all do, and be good at. And, not just good but amazing!
Delivering amazing customer service isn’t just for people on the front-line or in customer-facing
jobs. It’s everybody’s job, from the CEO to the most recently hired employee. Because…
Customer Service isn’t a department; it’s a philosophy.
ü Take the training when it is convenient for you! You
can work for ten or fifteen minutes, come back the
next day and pick up where you left off.
ü Managers or supervisors can be given
“administrative rights” and can track, measure and
monitor the progress of each learner.
For more information, please visit:
www.ShepardVirtualTraining.com
or call us at 314-692-2200.
**Substantial discounts offered to for corporate pricing**
29. HOUSEKEEPING
Thank you for joining.
Don’t miss the next CX Week presenta>on:
Crea>ng an Iconic Customer Experience
Interview with Bob Kharazmi; COO Ritz Carlton