• Ray Andrew posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 3 years, 11 months ago

    I currently am working for MGM as an internal auditor and I noticed how important it is to build a culture centered around the customer. Even in a position that is not customer facing, we are trained in proper customer service and understanding customer needs. This is something that I am seeing more and more in businesses, even those that have little customer interface. Being able to respond to the customer is vital; I have only had to deal with customers once so far in my job, and I know that my training helped immensely. I can see that customer experience is pushed and made to be part of the culture at MGM, and I can confidently say that it is an initiative I support. Every individual can have a positive impact on the customer, so every employee should be trained as such.

    • Well it’s pretty common sense that you need to be able to deal with customers. Customers are the most important part of the business, and you need to make sure they’re happy for the business to do well. Common sense.

    • I’d say that it’s less about the culture and more about the type of people working there. You can try to train people to be more customer centric, but that’ll only go so far. Not like you can teach a dog how to purr like a cat, and the same is true for people. You are better off hiring people who think that way, then training them to treat customers and relationships as a key part of the business.

    • Well, sounds like you’re getting a good taste of what the behind the scenes business world is like! It’s not your run of the mill process šŸ™‚ And customers are at the center of it all. All my friends have gone through customer training, and customer service is really important!