Towards a successful Customer Culture evolution

“We should be more focussed on our customer’s needs” or “we want to become a customer-centric company”. At first sight, these two sentences seem quite similar, but if you read them again you’ll notice a huge difference. In fact what’s implied – i.e. not written – defines two different visions and goals. So I open the mic to delve into them, based on my experience helping companies set up their Customer Culture evolution route.

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Highlights

00:41 Intro episode #52
00:57 Here’s what I take inspiration from
01:31 What’s untold in “we should be more focussed on our customer’s needs”
03:57 Why the second “we want to become a customer-centric company” is different
05.09 Two related examples for each scenario (do they resonate to you?)
08:11 If you want to spread Customer Culture you can’t make it by yourself
11:05 5 elements of a winning Customer Culture path
11:55 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
12:11 Check out all available services on CustomerServiceCulture.com
12:49 Drop your question here: paolo@customerserviceculture.com
13:11 💡 Check out the Customer Culture Academy (link below)
13:21 Closing remarks – have great conversations.

Over to you

If you want to achieve tangible outcomes, setting up and execute an Customer Culture evolution plan is key. Of course it takes planning, commitment and consistency, but I can tell you first hand experience that it pays off dividends both for external and internal customers. Therefore the first thing you’d better do is measuring the current ‘temperature’ to know exactly where you are and what’s you current gap.