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Which employees should be involved when creating a customer-centric culture?

Once your organization has made the decision and commitment to being customer focused, you will want to engage your colleagues – at least the ones who impact the customer experience.   

You’ve likely heard of Six Degrees (aka Kevin Bacon game), which builds on the idea any two people on Earth are only six or fewer acquaintances apart. Connections between your teammates and your customers are much closer than that. 

It’s easy to see direct connections – think Sales Reps, Customer Service Reps, and Technical Support Reps. That said, indirect connections are also very closely linked to customers:

  • HR hires associates who directly serve customers

  • Manufacturing creates products that customers use

  • Marketing helps customers become aware of those products

  • Finance prepares invoices that are sent to customers

Thus, to engage all of your colleagues who impact the customer experience either directly or indirectly, you’ll pretty much want to engage everyone.  That narrows it down, doesn’t it?

Implications for the CX Professional:

  • CX activities need to be relevant and meaningful for everyone in the organization. 
  • All associates need to understand how they personally impact the customer experience. 

Kitty Radcliff
Vice President, Consulting Services


About the Author

Kitty Radcliff

As a vice president of consulting service, Radcliff serves as the senior client service contact for assigned customer feedback engagements, with an emphasis on industry knowledge, research expertise and creation of valuable insights. Her current portfolio of client relationships includes both international and domestic companies in the high-tech, manufacturing, and financial sectors. Kitty’s largest accounts involve global customer satisfaction/loyalty measurement programs with survey activity occurring via the web in several dozen countries around the globe.

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