Culture is not executives talking about high level strategy. Equally, it is not your Brand Book. The language surrounding business strategy and brand management assumes a certain level of business acumen not required of every position in an organization. Strategy and branding are business management tools.
Your customers are smart. They have endless information at their fingertips. They’re in control with more choices than ever. And they want real and long-term…
Customer experience does not live in a void controlled by the marketing teams. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer.
Tweet Advances in technology have made it possible to support a customer-first culture, but relying solely on the tech to drive this initiative isn’t enough. Here’s how to combine technological solutions with broader organizational changes to build a customer-first culture. Everyone has heard the old adage “The customer is always right,” and there’s a reason.