The Culture Challenge

October 28, 2021

About The Culture Challenge

Culture is one of the most important parts of customer service and customer experience. I’ve made numerous videos about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again, which by the way, is finally out. (Shameless plug: Get it today!) 

It’s always been my philosophy that customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. It’s part of the company’s culture.   

In the past, I covered six steps to creating a customer-centric culture. These are still the right steps. But, I’d like to add some ideas from the new book to supplement this powerful process.  



C-Suite Network Concierge

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