Most successful companies have one thing in common: a customer-focused culture
A strong culture helps guide employee performance, shapes strategic decisions, and ultimately becomes part of the organization's brand. This leads to many benefits that generate better bottom line results:
This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to implement in their own organizations.
Audience Value
Participants will gain the following:
About Our Speaker:
Jeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service. He has also written and starred in 15 training videos on Lynda.com including Leading a Customer-Centric Culture, Managing a Customer Service Team, and Using Customer Surveys to Improve Service. He is a member of ICMI's Top 50 Contact Center Thought Leaders on Twitter and a Global Gurus Top 30 worldwide customer service professional. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential.