The Journey to a Customer-focused Culture
Overview: This entertaining and informative presentation shares the three essential elements that leading companies use to develop customer-focused cultures. Based on the book, Service Failure, the presentation utilizes experiential activities to help participants experience first-hand how culture can guide employees’ actions. Practical solutions and real-life examples are provided to help participants generate actionable ideas can be implemented in their own organizations.
Takeaways: Participants will gain the following:
- Experience ways that culture can influence our employees’ actions.
- Examine the three essential elements of a customer-focused culture.
- Develop strategies for integrating each element into their own organization.
Bonus: I'll be selling and signing copies of Service Failure at the event.