7 Pillars of a Strong Culture

CX Journey

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. Their cultures are rooted in strong core values, as should yours.

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

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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.

Building a Good Culture

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland Call Center Management On Fast Forward culture leadership

Growing Your Contact Center Culture


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.

Focus on Culture to Drive Customer Engagement


Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture.

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

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?

Don’t Leave Culture to Chance

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture

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.

Building a Culture of Engaged Employees

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture

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.

CX Journey™ Musings: Culture - The Soul of the Organization

CX Journey

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. culture employee experience leadership values workplace

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.

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 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.

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 Importance of Customer Experience Culture in Hotel & Travel Industry


Here’s what we can learn about customer experience culture from this story. A great lesson about customer experience culture. This example shows what people love about the customer experience culture: the genuine interest in their well-being.

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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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!

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.

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.

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 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

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.

Podcast: Unlocking Airbnb’s Culture of Trust, with Aisling Hassell


Aisling Hassell , global head of customer experience at Airbnb, recently joined me on the podcast to discuss the company’s culture and what it takes to build relationships with hosts in more than 65,000 cities.

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.

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.

Are your Customer Experience Programs Just Another “Check the Box”?  Or is CX in your culture, your very DNA?


For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.

CEM 77

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.

Don’t Leave Culture to Chance

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos

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.

The Power of Company Culture


When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A culture that encourages feedback = better products.

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.

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.

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?

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

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.