How To Build A Customer-Centric Culture

Sam Stern

In my latest report, "How To Build A Customer-Centric Culture," I describe how customer experience professionals use three tools to embed customer focus in their organizations:

  • Hiring. Firms need to attract customer-centric candidates, screen out applicants who lack customer focus, and onboard new employees in a way that reinforces their customer-centric DNA.
  • Socialization. Companies must communicate their intended experience vision, train employees to deliver the intended experience, and reinforce customer focus with routines. 
  • Rewards. Organizations should use both formal and informal incentives that reward employees for behaviors that lead to better customer experience outcomes.
Read more

Avoid The Headlines, Focus On Corporate Culture

Chris McClean

Guest post from Researcher Nick Hayes.

Chris and I recently published a report describing how to build risk and compliance principles into your company’s corporate culture. As we worked to finalize, edit, and publish the report, a flurry of new corporate scandals emerged, all related to this topic.

Here are just a few of them:

  • Wal-Mart executives accused of trying to hush up bribery cases in Mexico (article here).
  • A whistleblower accuses Infosys of engaging in a systematic practice of visa fraud (article here).
  • A former Goldman Sachs employee writes an op-ed for the New York Times blasting the company’s ethics (article here).
  • JP Morgan suffers a $2 billion trading loss due to “poorly monitored” trades (article here).
Read more