The Customer Success Pro Podcast Creating a Customer-Centric Culture at Your company
Aug 13, 2025
Explore the art of building a customer-centric culture within companies. Discover common pitfalls that hinder success and learn how to foster cross-departmental collaboration. Gain actionable insights to empower teams and operationalize customer feedback effectively. Anika Zubair shares a relatable metaphor comparing the customer journey to a relay race, illustrating the power of teamwork in achieving customer success. Get ready to transform your organization by prioritizing customer outcomes!
AI Snips
Chapters
Transcript
Episode notes
Customer-First Claims Often Ring Hollow
- Many companies claim 'customer first' yet prioritize internal processes that harm outcomes.
- Anika Zubair warns this mismatch costs renewals, referrals, adoption, and morale.
Make Customer Outcomes Everyone's Job
- Do not let Customer Success own the entire customer experience alone.
- Get buy-in from every department, including finance, product, marketing, and sales.
Turn Surveys Into Conversations
- Stop treating surveys as a checkbox and start using them to spark conversations.
- Act on feedback and use it to drive improvement and customer growth.