Building a Customer Centric Culture | Annette Pedroza

In today’s episode, we have customer experience expert, Annette Pedroza, who has been in the customer service vocation for 20 years now. She gives 3 tips on how to build a customer focused foundation. Tip 1) You need leadership involvement and it needs to come from the top. Tip 2) Assessing your specific environment. There isn’t one strategy that’s gonna work with everyone. Tip 3) Setting realistic goals to be able to execute on your plans. She talks about how they were able to help their team change their way of thinking and what they did to influence that through positive people and attitudes. She was able to influence the whole company and get every department involved in interacting with the customer.About Annette 0:413 tips on how to build a customer focused foundation starting with #1 3:29Tip #2 7:16Tip #3 7:46What got the employees around this new way of thinking 15:30“Now you had employees who had no direct connection prior to that and now they had a chance to talk directly to the customer and really live that customer centricity value. I just did this one team at a time and before you know it, one VP is talking to another VP and then people are knocking at my door and saying ‘Hey we want to participate. How do we become part of this?’ So really starting small and just growing your sphere of influence and leveraging you that leadership to spread your message. Size doesn’t matter, you can influence a company of any size.” 18:32https://www.linkedin.com/in/annette-pedroza-ccxp-8465b5/