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Selection: The place to start in building a customer-responsive culture is hiring service-contact people with personality and attitudes consistent with a high service orientation.
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www.citeman.com/1252-key-variables-shaping-customer-res...
www.citeman.com/1252-key-variables-shaping-customer-responsive-culture/
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They are attempting to create a customer-responsive culture because they recognize that is the path to customer loyalty and long term, profitability.
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www.citeman.com/3996-creating-an-ethical-organizational...
www.citeman.com/3996-creating-an-ethical-organizational-and-customers-responsive-culture/
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By adopting this customer responsive culture, companies can provide products & services that more closely meet their customer's needs and therefore increase the revenue and value of the company. This could ultimately contribute to the reduction of the present high tech failure rate.
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www.bonocore.com/images/Customer_20Responsive_20Technol...
www.bonocore.com/images/Customer_20Responsive_20Technology_20Companies_20Article_20_28wo_29.pdf
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Customer-responsive culture in small and large companies ... It may seem at first that smaller businesses are more likely to have a customer-responsive culture then larger organizations. This is of course not the case.
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docs.google.com/Doc?id=dfb9s6t_48dhdm2f
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Although the ratings are reflective of SSA’s long-term commitment to customer-responsive world-class service, this success did not come without challenges. In an era of rapid technological advancements and constrained resources, SSA faced many hurdles in meeting customer demands and expectations.
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www.ssa.gov/history/ssa/ssa2000chapter5.html
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The same techniques can be used to focus on the new, aspiring culture and precisely what steps employees need to take. Thames Valley Police used the DOCSA survey instrument to encourage a more open, customer responsive culture as part of a change management program.
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www.ecustomerserviceworld.com/earticlesstore_articles.a...
www.ecustomerserviceworld.com/earticlesstore_articles.asp?type=article&id=100
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Of those that have programs, 74% report "partial to no tangible improvement" in their customer loyalty programs compared to their competitors. This indicates a need to review current and future loyalty processes and solutions. ... Figure 5: Best-in-Class Loyalty Knowledge Culture 15...
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www.aberdeen.com/summary/report/benchmark/4890-RA-custo...
www.aberdeen.com/summary/report/benchmark/4890-RA-customer-loyalty-retail.asp
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Clarify how culture is transmitted to employees. Outline the various socialization alternatives available to management. Describe a customer-responsive ...
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www.ctp.bilkent.edu.tr/~meltem/CULTURE.ppt
www.ctp.bilkent.edu.tr/~meltem/CULTURE.ppt
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See how you can enable your service teams to quickly resolve complex customer issues, upsell customers, and obtain and communicate valuable customer information to your internal teams.
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msevents.microsoft.com/CUI/EventDetail.aspx?EventID=103...
msevents.microsoft.com/CUI/EventDetail.aspx?EventID=1032320623&Culture=en-US
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