222: (Tip) Instilling Culture Throughout the Organization

Adam and Jeannie report from Medallia’s Experience-17 conference to discuss common challenges and benefits of instilling culture throughout organizations. Instilling culture throughout big brands Creating or shifting culture is not easy in any company, and in larger organizations, it’s an enormous feat. But as we’ve learned from amazing sessions at the Experience-2017 conference, (for which Adam and Jeannie were provided tickets by Medallia,) this is changing! "Changing the organization to be better for customers is a huge culture shift." - Jeannie Walters Big brands like Delta, Comcast and more, are realizing culture (or lack of) shows through processes, manuals, and policies, and has a direct impact on the experience delivered. "Culture is going to tell when there’s no playbook.” - Adam Toporek In this special on-location report, Adam and Jeannie share takeaways from brands who get it and what they’re doing about it, along with a few tips you can use today. Related Content 360Connext® post, How to Unlock Your Outstanding Service Culture for Good Customers That Stick® post, Turning a Customer Service Culture Medallia’s Experience-17 Conference Episode 193: Amy Downs, Customer Success Episode 073: Hacking Your Workplace Culture We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices