Amazing Business Radio on the C-Suite Network features customer service expert
and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Culture Design in the Customer Experience Featuring Jason Korman
Top Takeaways:
- Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees.
- Think of your organization as a community of people who are tasked with certain outcomes. Help employees understand their purpose and the outcomes they are responsible for; in short, it’s about the employee mindset.
- Shift the focus away from making money to taking better care of your employees and customers. That will drive better products and success for your company.
- Customer service is affected by the mindset and psychology of the people who show up to work each and every day. This includes CEOs, managers and leaders, who must model the beliefs and behaviors they want to see across the organization.
- Culture design is about programming the right mindset that will drive the best customer-focused behavior.
- Leaders are hugely influential over a company’s culture, as people naturally emulate the behavior of those they perceive successful. Unfortunately, negative behavior spreads faster than positive behavior.
- Zappos, for instance, uses their company culture as their brand. This is the biggest differentiator in their experience and what sets them apart from other companies.
- Let customers’ high expectations for service directly inform and drive the experience you deliver.
- Don’t only focus on core values—core values are the destination. You must map out the journey for your employees, which includes the right behaviors and beliefs that will get you to the destination.
Quote:
“The way we will sell more stuff and the way that we will succeed as a company is if we show up caring more about each other every day and caring deeply about our customers. Shift the focus from money to taking care of each other.”
About:
Jason Korman is the co-founder and CEO of Gapingvoid Culture Design Group. He is a serial entrepreneur who has spent much of his life in the wine business.
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