Customer Experience Strategy: Build a Customer-Centric Culture

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Sam Stern

42:35

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01 - Introduction

01 - Build a customer-centric culture.mp4

00:50

02 - 1. Why Culture Change Is So Important

01 - Customer-centric culture is critical for great CX.mp4

03:24

02 - Five steps that support customer-centric culture change.mp4

03:22

03 - Find your compelling why for culture transformation.mp4

03:12

04 - Secure executive support to lead your culture transformation.mp4

03:11

03 - 2. Supporting Employees Behavior Change

01 - Recognizing employees for customer-centricity.mp4

03:22

02 - Spot indicators of progress towards customer-centricity.mp4

03:19

03 - Bright spot analysis drives culture change.mp4

02:18

04 - How to conduct bright spot analysis.mp4

03:54

04 - 3. Removing Barriers to Customer-Centricity

01 - Transformation checklist for customer-centric culture.mp4

03:37

02 - Training for customer-centricity.mp4

03:44

03 - Barriers to customer-centricity.mp4

03:13

04 - Removing barriers to customer-centricity.mp4

03:52

05 - Conclusion

01 - Continuing your customer-centric culture change.mp4

01:17

Description

If you want employees to deliver a great customer experience, it’s important to build a customer-centric culture around them. In this course, learn how to build a culture focused on your customers, with LinkedIn customer experience expert Sam Stern. Sam shares the nuts and bolts of how to transform your business into one that's obsessed with customers and the customer experience. Sam shares his practical strategies, including how to: link your company culture to customer experiences; drive culture change; write a “why” statement for your culture transformation; gain executive support for culture transformation; and how to do a "bright spots" analysis to uncover existing customer-centric success stories.

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Marketing Strategy

Digital Marketing

Customer Success Management

Customer Experience Management

Internet Marketing

Sam Stern

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Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.