Today we welcome Hui Wu-Curtis from supportU to talk with us about the all-important business buzz-word: company culture. To really measure company culture you have to look at how agents actually live. Do we have unreasonable expectations of them Do we have expectations that are inconsistent with the culture we claim to have?
His weekly newsletter CXPRESSO is for brave CX leaders who want to learn about how to score buy in, how to spur executives to action, how to cultivate a customer-centric culture and how to wrench your funding from the jaws of budget cuts all without arguing or begging
Organizations often believe they have the right strategy and best intentions, but their culture does not always support them. It is easy to say that customer and employee experience are important and may even be part of a mission statement. But if culture and actions do not align with the strategy, it does more harm than good. Peter Drucker made this quote famous, which is undoubtedly true in this context – “Culture eats strategy for breakfast.” Employee engagement strategies are only as successful as the company culture allows. Company culture begins at the top, with ongoing, consistent and visible efforts implemented at all levels of the organization
Culture is not a fridge full of free Cola and a table tennis room...If your selection process doesn’t actively seek out those people that specifically match your culture, you’ll soon dilute and eventually lose your culture
It comes from the work culture that you build and live. Ironically, the term “culture” is overused yet still overlooked...And don’t just assume your great internal culture automatically transfers to your BPO partner
If companies are going to survive, they need to transform their cultures to be more engaging and supportive of their employees. But developing a culture that is uplifting, supportive, and inclusive can be hard
He simplified operations and work flows and used a culture of enthusiasm, loyalty, and commitment to ensure that whenever a customer threw a problem at a member of the Zappos team, they resolved it
High employee turnover creates a culture with ‘revolving door’ values that lead to poor employee experience. Company culture and employee satisfaction go hand-in-hand
Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
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