Episode 006: How to Make Culture the Backbone of Your CX with Denise Lee Yohn and Kyle Hamm
Experience Matters
English - July 15, 2021 12:00 - 35 minutes - 32.4 MBCareers Business Technology Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed
Meet our guests:
Denise Lee Yohn has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Her keynote presentations have captivated international audiences at conferences including TEDx, the Consumer Electronics Show, The Art of Marketing, the National Restaurant Show, and Sustainable Brands, among others, and at corporate events for Facebook, Lexus, NFL, and more.
Kyle Hamm, VP of customer experience of Schneider Electric, an industry thought leader who is currently leading the Customer Transformation Team in North America, focused on providing a differentiated customer experience through data analytics, digitization, employee engagement, and listening tools.
Key Takeaways:
[1:20] Kyle introduces himself.
[1:55] Denise talks about herself.
[2:28] Kyle shares about the awards that Schneider Electric recently received.
[5:14] Denise talks about how to cultivate a customer-first mindset.
[5:53] Integrate your customer and employee experience.
[6:20] Kyle shares the core values at Schneider.
[8:10] Customer-first mindset is not spontaneous or intuitive.
[9:30] Kyle shares about customer experience ambassadors.
[13:27] You need happy employees who are equipped with the right tools to do great work on behalf of their customers.
[15:13] Reinforcing a customer-first mindset every day with meaningful rituals.
[18:00] The order of operation is critical.
[20:08] It is the everyday integrity that builds the experience you want to create.
[23:43] The role in CX is the one you don’t want to be in if you want to make friends.
[24:33] You need to be bold, agile, and fast in your approach.
[28:45] Discover what your customer’s expectations really are.
[29:00] Denise talks about the importance of changing the organizational culture.
[30:47] What happens when the internal culture breaks?
[32:57] Kyle shares a practical example.
Mentioned in this Episode:
Officium Labs: The Future of Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube