The Importance of Culture in an Organization

Culture is often seen as something that is intangible and hard to measure. However, it is one of the most important aspects of any organization. In fact, culture plays a key role in employee engagement, and the employee experience drives the customer experience. What are ten critical principles that form the foundation of creating a culture?

In this episode of the CX Pulse Podcast, our guest, Annette Franz talks about the top three basics that many companies still overlook, why culture is so important in an organization, and what the ten critical principles are that form the foundation of building a culture.

Annette Franz is the Founder and CEO at CX Journey Inc., a global customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that drive culture transformation efforts. She is an internationally recognized customer experience thought leader, coach, consultant, and keynote speaker. Annette is also an official member of the Forbes Coaches Council.

Enjoy!

In This Episode

00:42 - Great ways to help customers connect with brands

02:06 - The top three basics that many companies are still missing

04:45 - Why culture is so important in an organization

06:54 - The ten critical principles that form the foundation of building a culture

09:32 - How to get a hold of Annette Franz's books

Favorite Quotes

01:51 - "There are so many ways that customers can contact a brand these days. And the challenge for the brand is that they've either got to understand the preferred channels, the preferred methods that customers want to contact them and then be there and be responsive when customers do contact them." - Annette Franz

04:52 - "Culture is really about core values and behaviors. If we're building this customer-centric culture, we have to include values that drive that customer-centric behavior. Then we take those values, we define the associated behaviors, and behaviors we don't want to see so that employees are really clear on what those core values mean. And then they have to be socialized and operationalized." - Annette Franz

07:07 - "Culture is really the foundation, leadership has to be committed and aligned, and the employee experience has to come 'more' first. If we put employees 'more' first, customers can still be first." - Annette Franz

07:24 - "Employee experience drives the customer experience. People have to come before products, profits, and metrics. Customer understanding is the cornerstone of customer-centricity. Of the customer-centric culture, we have to bring that customer voice into everything we do." - Annette Franz

07:52 - "Governance is an important thing that we need to have in place. It bridges the gaps across the organization. It helps to break down and connect silos. It helps to get everybody working together because my definition of customer-centric culture really is one that is collaborative." - Annette Franz

Engage with Annette Franz

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Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) on AmazonBuilt to Win: Designing a Customer-Centric Culture that Drives Value for Your Business on Amazon

Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business on Amazon
 

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