Culture Design in the Customer Experience
Engineering the Mindset and Behaviors Behind Good Customer Service
Shep Hyken interviews Jason Korman, CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture.
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
