The document discusses the importance of organizational culture and how it affects customer experience. It highlights that the culture should resonate outward and support delivering a superior customer experience. It also discusses common mistakes made regarding culture such as rules based on punishment and ignoring customer issues. The document emphasizes that job postings and internal communications should reflect the culture and customer-centric values of the organization.

2. Does your internal culture resonate
outward to your customers?
Customer Centric culture is a
key part of delivering a
superior customers
experience. This month, we
examined different
behaviors, philosophies and
attitudes of staff and
management, and how
workplace culture affects the
customer experience.

3. How important is employee engagement to business results? How do you
create a customer-centric culture? The best investigations are collaborative, and
we’d love your input! What do you think are the keys to a customer-centric
culture?

4. The heart of your business – the WHAT in your culture – is what will define your
customer experience. Everyone pretty much says similar things: we hire the best
people, we believe in work/life balance, we want results…but really thinking
about the nuances of your culture will define it.

5. We were really excited to review this awesome new book by Stan Phelps,
which highlights the best ways to develop outstanding cultures for
organizations. Find out why we think it will help you deliver a superior
customer experience.

6. Let’s examine the three most common mistakes in company organizational culture:
1. Your company organizational culture makes it difficult to “make it right” for the
customer.
2. Your rules are based on punishment and not reward.
3. Customers report issues and are ignored.

7. Your job postings are the welcome mat for your organization. Have you
considered what you are showcasing in your job descriptions? If it’s all about
“BASIC REQUIREMENTS” and not about the culture and customer experience
you want, then you will simply attract the wrong people.

8. Our CEO and Founder Jeannie Walters felt so strongly about
this subject that she wanted to speak to us from the heart,
so she recorded a special video. Enjoy!

9. Internal communications – those emails and signs we all receive as
employees – are ripe for improvement. Employees and your culture
have a direct impact on the experience your customers have, and
communication within the organization is a HUGE part of that
internal experience.

10. 360Connext is a virtual company. That means that all of us – Chief
Investigator included – work from wherever we’d like and use the amazing
tools available to us on the web. But some people prefer to work in a
common office. Whether or not your next hire is qualified, are they a good fit
for the culture behind the way your company functions?

11. It takes enlightenment to create a workplace that supports a superior
customer experience through empowered employees who follow a culture,
not a rule book.
But most of all, it takes enlightenment to hear the truth.

12. What should be an objective approach to customer experience improvement is
often clouded by these five common biases. Don’t let them stand in your way of
making the changes necessary to deliver the best customer experience possible.

13. Customer feedback, while incredibly valuable, dies quickly. Closing the loop on
customer feedback means turning those words into action. Fancy software
isn’t worth its weight if your team doesn’t internalize how to react to
important feedback.

14. A microinteraction is meant to stir up a positive reaction and improve the
overall experience no matter how nuanced they are. I think we can agree
this one has exceeded expectations!
(We love microinteraction examples!) Send us your favorite and maybe it
will be featured!

15. You gotta click for a closer look!

16. Thanks to our community for joining us in our discussions all month. You play a
HUGE role in our culture! Want to join in? We’d LOVE to have you!
@jeanniecw
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