243: How Corporate Myths Hurt Customers

Adam and Jeannie explore how corporate myths affect culture and customer experience, ways to identify them, and what you can do to set things straight. Corporate myths create bad experiences for your customers. It may sound silly, but organizations and the teams within have their own corporate myths and legends. We’re not talking about inside jokes like the goblin that lives inside the copy machine. Employees accept corporate myths as truths and perpetuate them in ways that cause problems internally until they harm the customer experience. “If this one person believes it, then other people will too.” -Jeannie Walters All it takes is one misunderstood communication, one bad interaction, or one “seasoned” employee to uphold and spread an untruth that affects your culture and the experience you deliver. “The most important first step is making sure you know what these myths are…” -Adam Toporek It’s up to leaders in your organization to identify, debunk, and correct these myths before they become a cancer within your organization. In this episode, Adam and Jeannie share some of the most common ways these myths get started, and some classic examples you'll recognize. Listen and learn how myths around processes, internal engagement, and customer perception get started and how to nip them in the bud. Related Content 360Connext® post and Slideshare, 10 Myths that Stifle the Truth about Customer Experience Episode 073: Hacking Your Workplace Culture Episode 168: Nate Brown, Service Center Engagement We're on C-Suite Radio! Check it out for more great podcasts Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free! Make your mission statement meaningful both to customers and employees Ensure customer-facing employees meet and exceed expectations Turn ordinary processes into a conduit for your mission Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free and check out more free webinars.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices