Expert insights. Personalized for you.
We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS MORE
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas. MORE
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. The reason that culture is so important is that it frames what people (employees) do when no one is looking. Leaders Can Make or Break Culture Change. MORE
What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers. MORE
On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized MORE
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article MORE
A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. AI impacts organisational culture by democratising access to real-time insight. Continue reading AI & Culture at BrainFood. MORE
You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. A culture starts at the top. Brand Culture MORE
What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone. MORE
VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” But that’s a tall order – not to mention an ambiguous one – and it raises a number of questions, such as: What is a customer-centric culture anyway? MORE
In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. When Aurelia interviewed for her position, she was told that the first step of the process was to ensure she would be a cultural fit. “The caliber of the team here is remarkable, and I’ve never seen anything like it. MORE
As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Ultimately, the marketing strategy will only be effective if the culture of the organisation is aligned to creating customer value. Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture. MORE
There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Empathy is always a critical part of a customer-centric culture. MORE
Each organizational and national culture is unique; so yes, you do need to be sensitive to them. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want. MORE
Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking. MORE
“Customer Culture” is talked about by many leaders but misunderstood by most organizations. Culture is the action, not the words. Customer culture shows the customer commitment is real and not lip service. The post Move “Customer Culture” Talk to Real Customer Culture Actions appeared first on Customer Bliss. Align Around Experience alignment around expeirence Customer Culture customer driven growth MORE
We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. It’s not just in the culture, it’s a philosophy to be embraced by everyone in the organization. Yes, their culture is contagious! MORE
In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” ” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […]. MORE
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article. General MORE
Customer Focused Business Culture Tips. The post Customer Focused Business Culture appeared first on StoryMiners. Creating a standout customer experience is an all-hands approach. MORE
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video MORE
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Another Culture Perception Gap: 63% of C-Suite and board respondents believe their culture is strong ("what we say about culture is consistent with how they act"), while only 41% of employees agree. MORE
There’s no doubt about it – culture change is sexy. But starting with culture is putting the cart before the horse. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer. So sexy, that it’s where most customer experience programs focus. MORE
Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. Make sure your culture is Unique! MORE
A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. MORE
CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells FargoIn case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […]. MORE
1. Feature Article How to Create a Servant Leadership Culture By John DiJulius, Chief Revolution Officer I have had the good fortune to work with many great leaders of successful companies. The post How To Create A Servant Leadership Culture appeared first on The DiJulius Group. MORE
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. To help your company discuss its goals around culture, use Temkin Group’s Cultural Planning Map. MORE
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article MORE
There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. MORE
Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture. MORE
He writes about how creating a company culture video helps your business to build stronger relationships with your customers. Many companies stay away from culture videos because they don’t feel they have something worth showing. MORE
Culture Related Topics ShepHyken
MARCH 10, 2021
We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. It’s not just in the culture, it’s a philosophy to be embraced by everyone in the organization. Yes, their culture is contagious!
Storyminers
AUGUST 26, 2020
Customer Focused Business Culture Tips. The post Customer Focused Business Culture appeared first on StoryMiners. Creating a standout customer experience is an all-hands approach.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Martin Hill-Wilson
FEBRUARY 17, 2021
A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. AI impacts organisational culture by democratising access to real-time insight. Continue reading AI & Culture at BrainFood.
Experience Investigators by 360Connext
JANUARY 5, 2021
You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. A culture starts at the top. Brand Culture
Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.
In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.
ijgolding
FEBRUARY 5, 2018
As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Ultimately, the marketing strategy will only be effective if the culture of the organisation is aligned to creating customer value. Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture.
Experience Matters
MARCH 10, 2016
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video
Experience Investigators by 360Connext
APRIL 7, 2020
There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Empathy is always a critical part of a customer-centric culture.
Storyminers
MARCH 24, 2021
Each organizational and national culture is unique; so yes, you do need to be sensitive to them. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want.
MaritzCX
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article
Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker
How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? This webinar will explore how a professional or an organization can create distinction to stand out in their industry.
|
MaritzCX
FEBRUARY 27, 2019
VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” But that’s a tall order – not to mention an ambiguous one – and it raises a number of questions, such as: What is a customer-centric culture anyway?
Experience Matters
SEPTEMBER 21, 2016
CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells FargoIn case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […].
NICE inContact
AUGUST 23, 2016
A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures.
CX Journey
NOVEMBER 1, 2017
Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.
Customer Bliss
MAY 23, 2019
In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. When Aurelia interviewed for her position, she was told that the first step of the process was to ensure she would be a cultural fit. “The caliber of the team here is remarkable, and I’ve never seen anything like it.
Customer Bliss
AUGUST 27, 2015
“Customer Culture” is talked about by many leaders but misunderstood by most organizations. Culture is the action, not the words. Customer culture shows the customer commitment is real and not lip service. The post Move “Customer Culture” Talk to Real Customer Culture Actions appeared first on Customer Bliss. Align Around Experience alignment around expeirence Customer Culture customer driven growth
CX Journey
MARCH 20, 2019
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Another Culture Perception Gap: 63% of C-Suite and board respondents believe their culture is strong ("what we say about culture is consistent with how they act"), while only 41% of employees agree.
Hyken
MARCH 26, 2021
He writes about how creating a company culture video helps your business to build stronger relationships with your customers. Many companies stay away from culture videos because they don’t feel they have something worth showing.
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.
Experience Matters
FEBRUARY 28, 2017
In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” ” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […].
Experience Investigators by 360Connext
SEPTEMBER 22, 2020
What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers.
Heart of the Customer
OCTOBER 3, 2020
There’s no doubt about it – culture change is sexy. But starting with culture is putting the cart before the horse. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer. So sexy, that it’s where most customer experience programs focus.
Lumoa
FEBRUARY 7, 2019
We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.
Kristina Evey
MAY 1, 2018
Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. Make sure your culture is Unique!
Kristina Evey
JULY 25, 2019
On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized
TechSee
OCTOBER 10, 2019
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas.
ijgolding
NOVEMBER 22, 2016
What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.
Advertisement
According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.
MaritzCX
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article. General
MaritzCX
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article
Experience Matters
APRIL 3, 2015
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. The reason that culture is so important is that it frames what people (employees) do when no one is looking. Leaders Can Make or Break Culture Change.
Integrity Solutions
JUNE 11, 2020
There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed.
Experience Matters
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. To help your company discuss its goals around culture, use Temkin Group’s Cultural Planning Map.
The DiJulius Group
MAY 13, 2020
1. Feature Article How to Create a Servant Leadership Culture By John DiJulius, Chief Revolution Officer I have had the good fortune to work with many great leaders of successful companies. The post How To Create A Servant Leadership Culture appeared first on The DiJulius Group.
202 
Let's personalize your content