--- title: "Transforming Your Customer Experience: The Psychology that Drives Differentiation" description: "\"Prioritizing the customer or client experience, or in other words taking an outside-in perspective, requires a focus on both creating systems and processes ta\"" image: https://insights.btoes.com/hubfs/Blog/BI.png?t=1470660981717 --- - [**PRO**QIS.com](https://www.proqis.com/) - [**PRO**QIS DIGITAL](http://www.proqisdigital.com/) - [**Careers PRO**QIS.com](https://proqis.com/careers) - [Get in Touch](http://proqis.com/contact) - [BTOES Annual Conference](http://btoes.com/) - [Follow us @BTOESInsights](https://twitter.com/BTOESInsights) - - - - [BTOESInsights](https://twitter.com/BTOESInsights) [![Subscribe](https://no-cache.hubspot.com/cta/default/480025/5d873dce-ed40-4bb4-a155-8f9b6a7167d5.png)](https://cta-redirect.hubspot.com/cta/redirect/480025/5d873dce-ed40-4bb4-a155-8f9b6a7167d5) - [Home](https://insights.btoes.com) - [BTOES Annual Flagship Conference](https://btoes.com/home) - [BTOES Awards](https://btoesawards.com/) [![](https://insights.btoes.com/hubfs/BTOES%20top%20banner-1.png)](https://btoes.com/) [![](https://insights.btoes.com/hubfs/BTOES%20Awards%20top%20banner.png)](https://btoesawards.com/) ## TRANSFORMING YOUR CUSTOMER EXPERIENCE: THE PSYCHOLOGY THAT DRIVES DIFFERENTIATION ### **Allison M. Ellis, Eric Michrowski & Dr. Autumn D. Krauss, [*Sentis, A Propulo Group Company*](http://www.propulo.com/)** Many are familiar with the adage, “**the happy worker is a productive worker**”, but have you heard the one that goes: “**the happy worker is a helpful-customer- focused-willing-to-invest-extra-effort-for-their-clients-and-co-workers-worker**”? In the service industry, employees on the frontline are critical for driving the business, through having meaningful interactions with customers and clients and serving as ambassadors of the entire organization. Prioritizing the customer or client experience, or in other words taking an outside-in perspective, requires a focus on both creating systems and processes that efficiently and effectively serve the customer, as well as identifying the human factors that drive the highest quality customer experiences.... ![Transforming the customer experience - the psychology that drives differentiation](https://insights.btoes.com/hs-fs/hubfs/Screenshot%202016-12-20%2020.43.47.png?width=600&name=Screenshot%202016-12-20%2020.43.47.png "Transforming the customer experience - the psychology that drives differentiation") ## About the Author Propulo Consulting is a global boutique management consulting firm that partners with clients to deliver significant and sustainable improvements in organizational performance. As the global leader in capturing discretionary effort within an organization or process, our evidence-based solutions incorporate a focus on people – through organizational psychology and brain science, and how the work gets done – through our innovative process improvement methods. Companies that recognize the need for a committed, mobilized workforce in order to achieve their safety, customer experience, productivity, or profitability goals have come to trust our expertise and capabilities, and continue to partner with us.   **[Learn more about Propulo](http://www.propulo.com/about/index.html)** # **PREMIUM CONTRIBUTOR CONTENT** ### **[View More Contributor Content](https://insights.btoes.com/business-transformation-operational-excellence/premium-contributor-content)** ### DOWNLOAD NOW FROM PROPULO [![Share on Facebook](https://static.hubspot.com/final/img/common/icons/social/facebook-24x24.png)](http://www.facebook.com/share.php?u=https%3A%2F%2Finsights.btoes.com%2Fbusiness-transformation-operational-excellence%2Ftransforming-your-customer-experience%3Futm_medium%3Dsocial%26utm_source%3Dfacebook) [![Share on LinkedIn](https://static.hubspot.com/final/img/common/icons/social/linkedin-24x24.png)](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Finsights.btoes.com%2Fbusiness-transformation-operational-excellence%2Ftransforming-your-customer-experience%3Futm_medium%3Dsocial%26utm_source%3Dlinkedin) [![Share on Twitter](https://static.hubspot.com/final/img/common/icons/social/twitter-24x24.png)](https://twitter.com/intent/tweet?original_referer=https%3A%2F%2Finsights.btoes.com%2Fbusiness-transformation-operational-excellence%2Ftransforming-your-customer-experience%3Futm_medium%3Dsocial%26utm_source%3Dtwitter&url=https%3A%2F%2Finsights.btoes.com%2Fbusiness-transformation-operational-excellence%2Ftransforming-your-customer-experience%3Futm_medium%3Dsocial%26utm_source%3Dtwitter&source=tweetbutton&text=Transforming%20Your%20Customer%20Experience%3A%20The%20Psychology%20that%20Drives%20Differentiation) [![Share on Email](https://static.hubspot.com/final/img/common/icons/social/email-24x24.png)](mailto:?subject=Check%20out%20https%3A%2F%2Finsights.btoes.com%2Fbusiness-transformation-operational-excellence%2Ftransforming-your-customer-experience%3Futm_medium%3Dsocial%26utm_source%3Demail%20&body=Check%20out%20https%3A%2F%2Finsights.btoes.com%2Fbusiness-transformation-operational-excellence%2Ftransforming-your-customer-experience%3Futm_medium%3Dsocial%26utm_source%3Demail) *BTOES Insights is created in partnership with BTOES17, the largest-scale leadership level event in the Business Transformation & Operational Excellence industry. To learn more about BTOES17, click **[here](http://bit.ly/2b8WH3K).*** [![BTOES AWARDS LONG Graphic](https://insights.btoes.com/hs-fs/hubfs/BTOES%20AWARDS%20LONG%20-%20NO%20DATE%20(1).png?width=1920&name=BTOES%20AWARDS%20LONG%20-%20NO%20DATE%20(1).png "BTOES AWARDS LONG Graphic")](https://btoesawards.com/) [![1-51](https://insights.btoes.com/hs-fs/hubfs/1-51.png?width=1920&name=1-51.png "1-51")](https://btoes.com/) [![BTOES Awards Logo Base (5)-2](https://insights.btoes.com/hs-fs/hubfs/BTOES%20Awards%20Logo%20Base%20(5)-2.png?width=1200&name=BTOES%20Awards%20Logo%20Base%20(5)-2.png "BTOES Awards Logo Base (5)-2")](https://insights.btoes.com/operational-excellence-assembly) [![BTOES Awards Logo Base (4)-2](https://insights.btoes.com/hs-fs/hubfs/BTOES%20Awards%20Logo%20Base%20(4)-2.png?width=1200&name=BTOES%20Awards%20Logo%20Base%20(4)-2.png "BTOES Awards Logo Base (4)-2")](https://insights.btoes.com/business-transformation-assembly) [![GTW Conference](https://insights.btoes.com/hs-fs/hubfs/GTW%20Conference.png?width=741&name=GTW%20Conference.png "GTW Conference")](https://insights.btoes.com/virtual-conference-page) [![RESEARCH REPORT NO DATE](https://insights.btoes.com/hs-fs/hubfs/RESEARCH%20REPORT%20NO%20DATE.png?width=1920&name=RESEARCH%20REPORT%20NO%20DATE.png "RESEARCH REPORT NO DATE")](https://insights.btoes.com/download-research-report-2018/19-the-global-state-of-operational-excellence-critical-challenges-future-trends) [![2-54](https://insights.btoes.com/hs-fs/hubfs/2-54.png?width=1920&name=2-54.png "2-54")](https://insights.btoes.com/business-transformation-operational-excellence/premium-video-content) [![Proqis Live Conferences](https://insights.btoes.com/hubfs/Proqis%20Live%20Conferences.png "Proqis Live Conferences")](http://proqis.com/events-forward-schedule) [![Untitled design-1](https://insights.btoes.com/hubfs/Untitled%20design-1.png "Untitled design-1")](https://insights.btoes.com/media-pack-form-page) ## Proqis Digital Virtual Conference Series View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges. [View Schedule of Events](https://insights.btoes.com/virtual-conference-page) ## Webinars Delivered by Progressive Thought-Leaders   [Start Learning Today](https://insights.btoes.com/webinars) ## Watch On-Demand Recordings For Free Watch On-Demand Recording - Access all sessions from progressive thought leaders **free** of charge  from our industry leading virtual conferences. [Watch On-Demand Recordings For Free](https://insights.btoes.com/ondemand-business-page) ## BTOES From Home - On-Demand The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120 [Watch On-Demand](https://insights.btoes.com/bfh-ondemand-hub-page) ## **Best-In-Class Training** Delivered by the industry's most progressive thought leaders from the world's top brands. Start learning today! [View All Courses Now](https://insights.proqistraininginstitute.com/) *BTOES Insights is created in partnership with Business Transformation & Operational Excellence World Summit (BTOES). The Industry's Biggest & Best Senior-Level Operational Excellence Summit.* *[To learn more about BTOES, click here](http://btoes.com/).*  ©All Rights Reserved BTOES