10 Leadership Steps To Transform Your Customer Experience Culture (And Day To Day Customer Service)

Here are 10 things that are important to get right as a leader if you're intent on transforming your customer experience and the culture that supports and sustains it. 1. Stand For The Right Thing. Does every employee know what your company stands for? Make sure your organizing principle is meaningful, short and memorable like Ritz-Carlton's "We are Ladies and Gentlemen serving Ladies and Gentlemen," or Starbucks' "We create inspired moments in each customer's day." Or perhaps the greatest organizing principle of all time, because it is so brief, non-latinate, jargon-free and unequivocal:  Mayo Clinic’s  “The needs of the patient come first.”