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Fostering a customer-centric culture

The companies that have truly made a name for themselves for putting the customer at the heart of everything they do have achieved that reputation because they have a customer-centric culture. To successfully implement a customer-centric strategy and operating model, and truly get the best out of their customer-facing employees, a business must have a culture that aligns with them, and in turn cultivates the right attitudes, mindset and values in the staff. This series examines why a customer-centric culture is so important, what a customer-centric culture looks like - and how it can be fostered. 

 

 

Loyalty
20th Aug 2021

Do you have the right culture for CX success?

by
Jeannie Walters
Team culture customer
Management
12th Mar 2021

How to hire staff that fit your customer culture

by
Jo Geraghty
Halo brand reputation
Management
9th Aug 2021

What is a culture book and how do you create one?

by
Chris Ward
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Culture book
Contact centres
23rd Feb 2018

Goal-setting mistakes that crush service culture

by
Jeff Toister
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Crushed by foot
Engagement
26th Jul 2018

Why didn't Facebook follow Disney's cultural lead?

by
Chris Humphrey
Disney Mickey Mouse
Engagement
7th May 2019

Assessing the customer-centricity of your culture

by
Kim MacGillavry and Alan Wilson
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Heart live chat empathy
Engagement
20th May 2019

Identify the cultural red flags that sabotage CX

by
Steven Keith
CX red flag

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