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LinkedIn Learning

Customer Experience Strategy: Build a Customer-Centric Culture

via LinkedIn Learning

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Overview

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Get tips for how to build a customer-centric culture from a LinkedIn customer experience expert.

Syllabus

Introduction
  • Build a customer-centric culture
1. Why Culture Change Is So Important
  • Customer-centric culture is critical for great CX
  • Five steps that support customer-centric culture change
  • Find your compelling "why" for culture transformation
  • Secure executive support to lead your culture transformation
2. Supporting Employees' Behavior Change
  • Recognizing employees for customer-centricity
  • Spot indicators of progress towards customer-centricity
  • Bright spot analysis drives culture change
  • How to conduct bright spot analysis
3. Removing Barriers to Customer-Centricity
  • Transformation checklist for customer-centric culture
  • Training for customer-centricity
  • Barriers to customer-centricity
  • Removing barriers to customer-centricity
Conclusion
  • Continuing your customer-centric culture change

Taught by

Sam Stern

Reviews

4.8 rating at LinkedIn Learning based on 554 ratings

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