October 18, 2010

CX Competency #5 – “One Company” CX Culture

“One Company” Customer Experience Culture is about leadership, organizational dynamics and communication. The companies that are most successful at customer experience address the “one company culture” work across the silos as well as how the leaders enable the organization to work together.

This “One Company” culture begins with creating simple and clear actions for the leaders, middle managers and frontline to work together. Getting the answers to create the “One Company” customer experience culture is frequently the “heavy lifting” work of gaining unified traction.