The CX Cast
371: Behaviors Are The Building Blocks Of Customer-Focused Culture
Sep 10, 2024
Angelina, a co-host specializing in customer-focused organizational culture change, shares her insights on fostering a customer-centric environment. She emphasizes the importance of aligning customer-facing roles with back-office operations for seamless experiences. The discussion covers 'culture energy' and how authentic leadership can enhance employee motivation and trust. Angelina also outlines strategies for instilling accountability and transparency within organizations, citing real-world examples, including a machinery company and a Canadian government agency.
22:19
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Quick takeaways
- Establishing specific customer-focused behaviors across all organizational levels is essential for enhancing customer loyalty and overall experience.
- Leadership must actively model desired behaviors and communicate transparently to align employee engagement with the organization's customer-centric culture.
Deep dives
Understanding Behavioral Norms in Customer-Facing Culture
The podcast emphasizes the significance of specific behavioral norms that organizations should align with to create a customer-focused culture. These behavioral norms go beyond the front lines and need to be equitably demonstrated throughout the organization. By identifying and implementing these norms, companies can improve their overall customer experience. This approach requires aligning all employees with the expected behaviors to build a more cohesive and effective customer-facing environment.
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