{"id":43461,"date":"2026-04-08T07:58:46","date_gmt":"2026-04-08T05:58:46","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=43461"},"modified":"2026-04-08T08:00:49","modified_gmt":"2026-04-08T06:00:49","slug":"towards-a-successful-customer-culture-evolution","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/","title":{"rendered":"Towards a successful Customer Culture evolution"},"content":{"rendered":"<p><em>&#8220;We should be more focussed on our customer&#8217;s needs&#8221; or<\/em>\u00a0<em>&#8220;we want to become a customer-centric company&#8221;<\/em>. At first sight, these two sentences seem quite similar, but if you read them again you&#8217;ll notice a huge difference. In fact what&#8217;s implied &#8211; i.e. not written &#8211; 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.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=71158734&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:41 Intro episode #52\u00a0<\/li>\n<li>00:57 Here&#8217;s what I take inspiration from<\/li>\n<li>01:31 What&#8217;s untold in <em>&#8220;we should be more focussed on our customer&#8217;s needs&#8221;<\/em><\/li>\n<li>03:57 Why the second <em>&#8220;we want to become a customer-centric company&#8221; <\/em>is different<\/li>\n<li>05.09 Two related examples for each scenario (do they resonate to you?)<\/li>\n<li>08:11 If you want to spread Customer Culture you can&#8217;t make it by yourself<\/li>\n<li>11:05 5 elements of a winning Customer Culture path<\/li>\n<li>11:55 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>12:11 Check out all available services on CustomerServiceCulture.com<\/li>\n<li>12:49 Drop your question here: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>13:11 \ud83d\udca1 Check out the Customer Culture Academy (link below)<\/li>\n<li>13:21 Closing remarks &#8211; have great conversations.<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Missed previous one? Listen to &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/assumptions-that-silently-kill-customer-experiences\/\">assumptions that silently kill customer experiences<\/a>&#8216;<\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting and coaching services<\/a><\/li>\n<li>Get your team up-skilled with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>To boost your next conference: <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">4 +1 customized keynote speeches<\/a><\/li>\n<li>Read my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\">The Power of Digital Conversations<\/a>&#8216;\u00a0<\/li>\n<li>Learn more about the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>.<\/li>\n<li>\ud83c\udfa7 Subscribe to this podcast on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/li>\n<\/ol>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>If you want to achieve tangible outcomes, <strong>setting up and execute<\/strong> 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&#8217;d better do is measuring the current &#8216;temperature&#8217; to know exactly where you are and what&#8217;s you current gap.<\/p>\n<blockquote>\n<p>\ud83d\udc49 <a href=\"https:\/\/customerserviceculture.com\/en\/measuring-customer-culture\/\">How is widespread Customer Culture in your company?<\/a><\/p>\n<\/blockquote>\n<p>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Subscribe to the newsletter<\/a>.<\/p>\n\n\n<p>Have great conversations!<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;We should be more focussed on our customer&#8217;s needs&#8221; or\u00a0&#8220;we want to become a customer-centric company&#8221;. At first sight, these two sentences seem quite similar, but if you read them again you&#8217;ll notice a huge difference. In fact what&#8217;s implied &#8211; i.e. not written &#8211; defines two different visions and goals. So I open the [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":43473,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[773,940,763],"class_list":["post-43461","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-business-2","tag-customerculture","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Towards a successful Customer Culture evolution - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Two sentences that seem similar but define different visions and goals when it comes to planning and executing a Customer Culture evolution.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Towards a successful Customer Culture evolution - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Two sentences that seem similar but define different visions and goals when it comes to planning and executing a Customer Culture evolution.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-08T05:58:46+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-08T06:00:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/04\/Customer-Culture-evolution.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Towards a successful Customer Culture evolution\",\"datePublished\":\"2026-04-08T05:58:46+00:00\",\"dateModified\":\"2026-04-08T06:00:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/\"},\"wordCount\":384,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/04\/Customer-Culture-evolution.png\",\"keywords\":[\"business\",\"CustomerCulture\",\"podcast\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/towards-a-successful-customer-culture-evolution\/\",\"name\":\"Towards a successful Customer Culture evolution - 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