Size matters but Customer Culture even more

Before you may think anything after reading the title, I refer to ‘company size‘. In fact big ones are more structured and are usually more complex than small ones. The funny thing is that many managers belonging to one of these two groups tend to have a bias towards the other. And when it comes to considering Customer Culture even more. Listen to these 2 eye-opening case examples and let me know how they resonate to you.

Listen to podcast

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Highlights

00:29 Intro episode #57
01:11 5 entities: same industry with different size…and culture
02:09 The false myth looking at different entities (small to big and vice versa)
04:11 Tricky vs. healthy approach to innovation – what’s yours?
06:13 An eye-opening case example: AI integrated into claims handling
07:51 Keep the emotional parts of the process human-to-human
08:57 Set internal and external customers free from extra efforts
10:27 Why (company) size matters but Customer Culture even more
11:57 A small company with a great visionary management
13:55 Check out the Customer Culture Academy (link below)
14:41 Question? Hit me up: paolo@customerserviceculture.com
15:07 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
15:11 💡Check out all available services on CustomerServiceCulture.com
15:25 Closing remarks – have great conversations.

Over to you

Regardless of the industry and size of the company you’re working in, keep the customer as the North Star of any department / business innovation. That’s the most effective approach to leverage AI into your service model.