Building a Customer Centric Culture
March 27 @ 11:20 am - 12:20 pm
Speaker: Brandon Smith | “The Workplace Therapist”, The Worksmiths
Is your culture “customer-centric?” If your organization is like most, the answer is “no.” In the vast majority of cases, corporate cultures are designed with the goals of creating a compelling and effective work experience for employees. While this is a noble and important effort, it doesn’t make the culture strategic.
Strategic customer-centric cultures, are designed with their customers’ values in mind. They create experiences that are great for customers AND for employees. Organizations like Chick-fil-A and Disney have crafted these customer-centric cultures that allow them to outpace the rest of their industry. Join Brandon Smith where he not only shares what makes a strategic customer-centric culture (versus a strong culture) but also how you can start asking the right questions and gathering the right data to transform your culture into one of your organizations greatest competitive advantages.
- Identify the difference between a strong corporate culture and a strategic corporate culture
- Discuss the components of a strategic customer-centric culture as well as how a strategic customer-centric culture impacts business metrics (Ex: revenue, margin, speed-to-market, etc…)
- Define the necessary data and the critical steps to transform any culture into a strategic customer-centric culture
SHRM BoCK Competencies:
- Leadership & Navigation
- Business Acumen
- Critical Evaluation