Published: 14 October 2016
Analyst(s): Customer Experience Research Team
Executives commonly believe that because culture is a product of people, hiring decisions ultimately drive culture. “Hire for fit and train for skill,” goes the adage. However, our investigation of the competencies that create customer-centric culture actually illustrates the opposite is also true.
A Two-Pronged Challenge
Finding 1. The biggest hurdle to driving customer-centricity is employee empowerment and agility.
Finding 2. Distinct segments of employees perceive, assess, and respond to customer-centric empowerment and agility differently. These differences account for a large part of the gap between this dimension and the other customer-centric culture dimensions.
About This Research
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Guiding Principles on Independence and Objectivity.