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[Music] hi Shep Hyken your customer service and experience expert today Im gonna share the one thing that you must do to create a customer focused culture the focus for this lesson is really about even just one word and that word is alignment now one of the most important ways to improve the customer service in your organization is to make sure that everyone in your organization is in alignment with the customer service and/or experience vision while the concept is just one word there are several steps to achieving this alignment the first step is to define that vision and simple and memorable terms so if youve been following my work go back a few weeks to the concept of creating your customer service mantra which is my fancy word to describe a customer service vision statement before you can get everyone into alignment you must give them something to align with I like a vision statement or a mantra that is short and to the point so if you dont already have a vision for everyone to