Building customer centric culture is smart, but it’s hard to do.

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.

My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.

In this episode we discuss:
Why having a customer centric culture is so important
What’s holding organisations back from being customer centric?
What organisations have the most customer centric cultures and what advantage does it give them?
How to embed a customer centric culture

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Building customer centric culture is smart, but it’s hard to do.
It’s smart because it’s more efficient for the business and better for customers. Win + Win.
The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.
My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.
 In this episode we discuss:
<ul>
<li>Why having a customer centric culture is so important</li>
<li>What’s holding organisations back from being customer centric?</li>
<li>What organisations have the most customer centric cultures and what advantage does it give them?</li>
<li>How to embed a customer centric culture</li>
</ul>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy &amp; experience design space go to <a href="http://www.customersmarts.co">www.customersmarts.co</a>

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

Chris provides some crucial insights into building and maintaining a customer centric culture.

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