New Training Video: Leading a Customer-Centric Culture

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In August 2013, I traveled to Carpinteria, California for a screen test at the online training video company,

The test went well and I have gone on to shoot twenty training videos with Lynda, and later, LinkedIn Learning after Lynda was acquired by LinkedIn.

As part of my screen test, I filmed a short, unscripted course called Leading a Customer-Centric Culture. The idea was to capture me talking direct to camera, as if I was having a conversation with a colleague. Little did I realize at the time that the course would become the basis for the bestselling The Service Culture Handbook.

It's funny how things come full-circle.

My latest LinkedIn Learning training video is a new version of Leading a Customer-Centric Culture. This one is based on my book.

Video camera with a green screen background

Course Overview

The training video is a step-by-step guide that shows you how to get employees obsessed with customer service.

It's based extensive research into leading companies and my own work helping clients build service cultures. The course is broken down into short segments to allow you to focus on one step at a time.

There are three key steps in the process:

  1. Create a customer service vision

  2. Engage employees with the vision

  3. Align the organization around the vision

Here's a short video overview:


You can access the course on LinkedIn Learning or if you have an account on either platform. You can also get a 30-day LinkedIn Learning trial that will give you access to the entire library of training videos.

The video is a great companion to The Service Culture Handbook:

There's also a service culture toolkit you can download here.