Customer Friendly vs Customer Centric
The combination of the interaction a customer has with us and their expectations for how the interaction should go.
What is Customer Experience (CX)?
Anyone who buys, sells, uses, specifies or installs our products or services.
Who are Shaw's customers?
Pain points that cost customers time and unnecessarily cost us money.
What is friction?
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?
At the heart of this model, we have engaged associates with a customer centric growth mindset.
What is the Shaw Way?
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?
Delighting or wowing each customer to solve the problem at hand.
What is Customer Friendly?
CX Enterprise team, CX Enterprise Board SharePoint, LinkedIn Learning, and CX Week in early October.