No Culture, No Customers


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

Corporate Culture and the Customer Experience: A Delicate Balance


Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself.

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How to Unlock Your Outstanding Service Culture for Good


Service culture is the holy grail for many organizations. What really creates a culture that always delivers great experiences for customers? It breaks down the magic behind these amazing cultures. “Culture is the sum of all the things we do in an organization.”-@toister

CUSTOMER CULTURE: How does it drive future business performance?


They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. You can read all about it in their book – The Customer Culture Imperative. The post CUSTOMER CULTURE: How does it drive future business performance?

The Impact of a Customer-Centric Culture Transformation

CX Journey

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Culture change requires a lot of heavy lifting and is slow to happen and to show ROI. Why does your company need a culture transformation?

What Makes a Great Engineering Culture?


A team’s culture is an interesting thing, because it’s something that will happen whether you purposely do anything to drive it or not. Culture happens naturally. Without doing anything, though, you might not get the culture you want.

Inspiring a Sales and Service Culture


Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences.

Building Your Service Culture

Up Your Service

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills.

7 Top Tips to Create a Customer-Centric Culture 


Culture change underpins all other aspects of customer experience transformation – in this article, I am delighted to share with you my top 7 tips to achieve it based on my experiences both on the inside and outside of organisations in a multitude of industries all over the world.

How Airbnb Scales Culture And Customer Experience, With Aisling Hassell – CB008

Customer Bliss

We explore specific CX tactics Airbnb uses to create not only great customer experiences, but also how they have established a fun and rewarding employee culture. Culture, Behavior, and Operations. Episode Overview.

The Most Affordable Ways to Hire Employees and Build Your Company Culture

Michel Falcon Experience

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

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4 Steps To A Customer Focused Company Culture

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture.

How to Establish a Strong Service Culture Fast

CX Journey

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Instead, go big and go fast to build momentum for the new culture.

Creating a Culture that Delivers Results

CX Journey

I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. How does an organization create that customer-first culture?

Customer Centric Culture – putting theory into practice


Another use of the word Customer is in the context of CULTURE – a word that businesses often are not too enamoured about discussing, but one that is vital should there be the intent to genuinely put the CUSTOMER on the map! Changing the culture of an organisation is not easy.

Guide to Organizational Culture Change (Infographic)

Experience Matters

We regularly help companies create cultures that are more customer-centric. You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicSo it seemed like a fun idea to create an infographic on the topic. Enjoy!

Customer-Centric Cultures Don’t Just Happen


If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Customer-centric culture is a matter of commitment at all levels of your business. Customer-centric cultures aren’t built overnight.

Customer-Centric Culture Change (Video)

Experience Matters

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

Leadership behaviors required to create a customer-focused culture


Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture.

Every customer experience project is a culture project

Heart of the Customer

Culture is the biggest determinant of effective customer experience. When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products.

How Company Culture Can Define Your Customer Experience

Win the Customer

When our internal organizational culture makes us happy, we exude that happiness to our customers and create the foundation of exceptional service experiences. “A A nation’s culture resides in the heart and in the soul of its people.” Communication Culture Customer ExperienceGandhi wasn’t referring to business when he said this, but this quote can and should be implemented as […].

Customer service culture

Very Best Service

Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Similarly, using overseas servicing centres for the home market is often prone to cultural challenges.

Why Your Company’s Customer Service Culture Matters (Infographic)

Provide Support

The task of creating a customer focused culture is not as easy as it seems to be. These companies have been providing the best customer service for years and they are famous not only for their services and products but also for their customer service culture. (.). Infographics Tips and Tricks customer service culturePeople who work in your company create the atmosphere your customers feel when they interact with your team.

Five Problems to Overcome When Building a Superior Service Culture

Up Your Service

Leaders often make mistakes when building a service culture throughout an organization. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. Training and education are vital to developing a superior service culture.

How to Change Culture in High-Risk Organizations - Frank Reactions

Tema Frank

Change Culture To Change Outcomes. Many of these deaths result from dysfunctional cultures. Today’s guest, Bea Bohm-Meyer, of the Bohm-Meyer Group , knows how important culture change is in “high reliability” fields — situations where a mistake can mean death.

What is Culture? How People Think, Believe, and Act

Experience Matters

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.

Put Culture Change On Your 2017 CX Agenda. Here’s How.

Experience Matters

then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […]. CCXP1 Customer-Centric Culture Corporate culture Customer experience Employee Engagement Purposeful Leadership

From Vision To Customers: How To Create A Service Culture - Frank Reactions

Tema Frank

Tips For Creating a Service Culture in Your Organization. Jeff Toister’s new book, The Service Culture Handbook , gives practical, step-by-step guidance for how to create a culture of strong, caring customer service in your organization.

Podcast: Big Lessons in Culture from a Mat Manufacturer


Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. My work brings me in contact with many interesting businesses.

Hungry for CX, Culture Eats Strategy For Lunch

Experience Matters

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? Cultural Intensity.

Gaining Buy-In for Your Culture Change

Up Your Service

How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? These five steps also give us an insight into how leaders can convert employees into ambassadors for positive cultural change.

Make a Mouse: The Power of a Culture of Customer Experience Excellence

Michelli Experience

The same can be said for great service cultures. Within the context of the Starbucks culture, leaders and frontline service providers (all of whom are referred to as partners) are consistently encouraged to live the company’s mission: . “To Fast forward from the World Trade Center attacks to the bombings in the streets of Chelsea and you will see a longstanding effort on the part of Starbucks leadership to build their mouse – “a culture of customer experience excellence.”

Contamination Alert! How to Purify a Toxic Workplace Culture


Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? How toxic is your culture?

12 Steps to a Customer-Focused Culture

CSM Magazine

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage: 1.

The One Thing We Must Do to Create a Customer Focused Culture


The post The One Thing We Must Do to Create a Customer Focused Culture appeared first on Shep Hyken. Customer Service Culture alignment customer journey map customer service mantra

4 Ways Leadership Can Build a Superior Service Culture

CSM Magazine

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. What is the purpose for building a superior service culture?

Video: Culture, Leadership and Exceptional Performance

Peppers and Rodgers

There is no defined culture for businesses; it is something that leaders and their employees must demonstrate in order to make the customer and employee experiences as enjoyable and efficient as possible.

Engagement and Culture are Related, But Different

CX Journey

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employees respond to these prompts from the “we” perspective , and our proven model measures culture along five organizational dimensions.

Turning a Customer Service Culture

Customers That Stick

We wish that changing a customer service culture could be like turning a Jet Ski®. We all wish that changing a customer service culture happened that way. Changing a a customer service culture, particularly in a large organization, is more akin to turning around a container ship.

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.