From the course: Customer Experience Strategy: Build a Customer-Centric Culture

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Find your compelling "why" for culture transformation

Find your compelling "why" for culture transformation

From the course: Customer Experience Strategy: Build a Customer-Centric Culture

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Find your compelling "why" for culture transformation

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- One of the key success factors in your culture change effort will be a clear statement of why your company need customer-centric culture. Remember, culture change takes a long time, five years or more. To keep your organization focused and motivated for an initiative that will take that long, well, you'll need a compelling reason for everyone, and that's what a good why statement does. Let me give you a sense for what these sound like with a couple of examples. Better customer experience allows us to defend premium pricing. We want to be as good a partner to work with as we are a company to work for. Statements like these are helpful in at least two ways, first, developing the why as the CX team helps you clarify your thinking on what the organization needs. and second, it signals to your colleagues that you know what the organization needs and that culture change is the answer. The successful transformations I've…

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