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CXPA San Diego Local Networking Event

  • Insurance Companies of the West (ICW) 11455 El Camino Real, 2nd Floor Conference Room San Diego, CA 92130 United States (map)

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.