Customer Friendly vs Customer Centric
Where Do I Start
Money Flows Where Friction is Low
100

The combination of the interaction a customer has with us and their expectations for how the interaction should go.

What is Customer Experience (CX)?

100

Anyone who buys, sells, uses, specifies or installs our products or services.

Who are Shaw's customers?

100

Pain points that cost customers time and unnecessarily cost us money. 

What is friction?

200

Paying attention to proactive warning signs and learning through customer insights and data, we can determine the root causes of friction points, uncovering solutions for many vs. fixing an issue for one.

What is Customer Centric?

200

At the heart of this model, we have engaged associates with a customer centric growth mindset.

What is the Shaw Way?

200

Know the customer, listen curiously, fix root causes, and tie back to ROI.

What are the actions we all must take to create a customer-centric culture here at Shaw?

300

Delighting or wowing each customer to solve the problem at hand.

What is Customer Friendly?

300

CX Enterprise team, CX Enterprise Board SharePoint, LinkedIn Learning, and CX Week in early October.

How can I learn more about CX?
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