A question of culture: assimilate or die?
Time to look at culture from an employee’s point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is…
Tag: culture
How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture
When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would…
Why you need a defined culture to do CX right
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your…
Customer-centric culture starts at the top
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are…
Employee Engagement: Simple but not easy
Have you ever been to a motivational lecture for self improvement, and said to yourself, “She makes it sound to easy.” Then you get home,…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural…
One Bad Habit That Creates A Toxic Culture
We have all worked for bad bosses, I know I that I have had my share, and I may even have been a bad boss…
Profit, purpose and the power of advocacy
Recently I had the opportunity to learn more about UK handmade cosmetics brand LUSH. Ever since, I’ve been reflecting about a surprising discovery – the…
Why you need culture not call centre training for customer-centric CX
You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles…