¿Cómo se puede construir una cultura centrada en el cliente en diferentes ubicaciones?

It involves establishing a cohesive framework that prioritizes customer experiences while allowing for local adaptations. One effective approach is to define overarching company values centered around customer satisfaction & service excellence. Like, in the hospitality industry,Marriott International exemplifies this by instilling a customer-first ethos across its diverse portfolio of hotels worldwide.Standardized service protocols ensure consistency in quality,while empowering local staff to tailor experiences to meet the unique preferences of guests in each location.By fostering a culture where every team member is dedicated to delivering exceptional customer service, companies can build lasting customer loyalty and drive business growth.

"They say life is like reading a book, those who don't travel read only one page". Diversity, Inclusion, Experiences and Travel. Get to relate with a number of people with cultures, differences and Ideas. That's why Individuals in HR seldomly have that issue. The are usually very cool in different environments. Always think smart, not necessarily Hard.

Building a customer-centric culture across different locations requires consistent communication and training. First, I will ensure that everyone has a clear understanding of the company's mission, values, and goals. Second, I will create consistent customer service policies and procedures that can be followed in any location. Third, I will provide regular training on customer service best practices. Fourth, is to encourage feedback and ideas from employees at all locations. Finally, celebrate successes and recognize employees who go above and beyond for customers.

La visión del cliente se define como la orientación y el enfoque de su empresa hacia la satisfacción del cliente, estableciendo las expectativas y los estándares para todas las interacciones con los clientes Al tener una visión del cliente clara y convincente, las empresas pueden alinear sus esfuerzos y recursos para ofrecer un servicio excepcional que genere lealtad, satisfacción y recomendaciones positivas por parte de los clientes. Esta visión actúa como una guía para todas las actividades relacionadas con el servicio al cliente y ayuda a diferenciar a la empresa en un mercado competitivo.

In my experience this is really critical and yet often the management team at the senior/head office levels are unwilling to relinquish any control. This tends to come down to trust. Having trust in your employees to understand the parameters of acting on customer feedback and then giving them the support and freedom to make judgement calls in the moment is transformative for customer service businesses. With that in place, then it becomes imperative to find ways to record the feedback and the response, thus ensuring there is visibility of that data to look for patterns, opportunities and ways to improve customer experience overall.

Brinda a los empleados en cada ubicación la autonomía y la autoridad necesarias para tomar decisiones que beneficien a los clientes. El empoderamiento fomenta la responsabilidad y la capacidad de respuesta. Implementa sistemas para recopilar feedback de los clientes en cada ubicación. Escuchar activamente a los clientes te permitirá adaptar tus servicios y productos de acuerdo con sus necesidades y preferencias locales. Proporciona capacitación adecuada a todos los empleados en cada ubicación para que comprendan la importancia de centrarse en el cliente y cómo pueden contribuir a ello. La comunicación clara y constante sobre este enfoque es esencial.

Finally, to build a customer-centric culture, you need to foster collaboration and learning across your teams in different locations. Collaboration and learning can help your teams share best practices, insights, and ideas on how to serve your customers better. They can also help your teams learn from each other's successes and failures and improve their customer-centric skills and knowledge. You can use tools, platforms, and methods to facilitate collaboration and learning across your teams, such as online meetings, workshops, forums, newsletters, or podcasts.