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Customer Experience Strategy: Build a Customer-Centric Culture

via LinkedIn Learning

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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

4.7 rating at LinkedIn Learning based on 1171 ratings

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