Customer Experience Strategy: Build a Customer-Centric Culture

Course details

If you want employees to deliver a great customer experience, it’s important to build a customer-centric culture around them. In this course, learn how to build a culture focused on your customers, with LinkedIn customer experience expert Sam Stern. Sam shares the nuts and bolts of how to transform your business into one that's obsessed with customers and the customer experience. Sam shares his practical strategies, including how to: link your company culture to customer experiences; drive culture change; write a “why” statement for your culture transformation; gain executive support for culture transformation; and how to do a "bright spots" analysis to uncover existing customer-centric success stories.

Concepts

0. Introduction

01 - Build a customer-centric culture

1. Why Culture Change Is So Important

02 - Customer-centric culture is critical for great CX
03 - Five steps that support customer-centric culture change
04 - Find your compelling why for culture transformation
05 - Secure executive support to lead your culture transformation

2. Supporting Employees' Behavior Change

06 - Recognizing employees for customer-centricity
07 - Spot indicators of progress towards customer-centricity
08 - Bright spot analysis drives culture change
09 - How to conduct bright spot analysis

3. Removing Barriers to Customer-Centricity

10 - Transformation checklist for customer-centric culture
11 - Training for customer-centricity
12 - Barriers to customer-centricity
13 - Removing barriers to customer-centricity

Conclusion

14 - Continuing your customer-centric culture change

Customer Experience Strategy: Build a Customer-Centric Culture

Authors

Sam Stern