{"id":44906,"date":"2026-10-07T11:51:04","date_gmt":"2026-10-07T09:51:04","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=44906"},"modified":"2026-10-07T12:00:53","modified_gmt":"2026-10-07T10:00:53","slug":"size-matters-but-customer-culture-even-more","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/size-matters-but-customer-culture-even-more\/","title":{"rendered":"Size matters but Customer Culture even more"},"content":{"rendered":"<p>Before you may think anything after reading the title, I refer to &#8216;<em>company size<\/em>&#8216;. 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 <strong>have a bias<\/strong> 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.<\/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=75616691&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>00:29 Intro episode #57\u00a0<\/li>\n<li>01:11 5 entities: same industry\u00a0 with different size&#8230;and culture<\/li>\n<li>02:09 The false myth looking at different entities (small to big and vice versa)<\/li>\n<li>04:11 Tricky vs. healthy approach to innovation\u00a0 &#8211; what&#8217;s yours?<\/li>\n<li>06:13 An eye-opening case example: AI integrated into claims handling\u00a0<\/li>\n<li>07:51 Keep the emotional parts of the process human-to-human<\/li>\n<li>08:57 Set internal and external customers free from extra efforts<\/li>\n<li>10:27 Why (company) size matters but Customer Culture even more<\/li>\n<li>11:57 A small company with a great visionary management<\/li>\n<li>13:55 Check out the Customer Culture Academy (link below)<\/li>\n<li>14:41 Question? Hit me up: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>15:07 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>15:11 \ud83d\udca1Check out all available services on CustomerServiceCulture.com<\/li>\n<li>15:25 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\/digital-customer-service\/using-ai-to-enhance-internal-collaboration\/\">Using AI to enhance internal collaboration<\/a>&#8216;<\/li>\n<li>Related: <a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/using-ai-during-or-after-the-conversation\/\">Using AI during or after the conversation?<\/a><\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting and coaching services<\/a><\/li>\n<li>Get your customer service team up-skilled with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>Want to boost your next conference? <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">5 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><span style=\"color: #000000;\">Regardless of the industry and size of the company you&#8217;re working in, keep the customer as the North Star of any department \/ business innovation. That&#8217;s the most effective approach to leverage AI into your service model.<\/span><\/p>\n<blockquote>\n<p>\ud83d\udc49 <span style=\"color: #000000;\"><a href=\"https:\/\/customerserviceculture.com\/en\/measuring-customer-culture\/\">What&#8217;s your current Customer Culture level<\/a>?<\/span><\/p>\n<\/blockquote>\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 class=\"wp-block-paragraph\">Have great conversations!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Before you may think anything after reading the title, I refer to &#8216;company size&#8216;. 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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":44964,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","tve_updated_post":"","tve_custom_css":"","tve_user_custom_css":"","tve_globals":{},"tcb2_ready":1,"tcb_editor_enabled":0,"tve_landing_page":"","_tve_header":"","_tve_footer":""},"categories":[737],"tags":[997,881,763],"class_list":["post-44906","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-case-examples","tag-customer-culture","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Size matters but Customer Culture even more - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Companies size matters but Customer Culture even more. 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