Customer Centric Culture - THE PETROVA EXPERIENCE

Customer Centric Culture

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  • The petrova experience webinar on Customer Centric Culture with CXPA

    Customer Centric Culture

    Tune in for the CXPA CX Day 2019 webinar on Building (and Sustaining) a Customer-Centric Culture.Listen to a candid conversation about corporate culture with CCXP professionals and thought leaders. We talk about the need to start cultural transformation at the top. Without executive buy in, professionals should feel comfortable to walk away from engagements.

    Get actionable advice how to face obstacles on the path of organizational culture growth and the value of having cultural committees in house.

    Some key takeaways:

    • Ask for bigger funding to be taken seriously
    • Culture starts at the top. If the executive buy is not in place chances are nothing will happen
    • You need C-suit partnership for real impact

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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