Episode notes
The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef Teugels
Jef is founder of Reins Group and an ambassador of the ECXO.
In this episode you will learn:
- Some highlights on the ECXO
- The definition of culture and customer culture
- The example of Air New Zealand transformation
- Several great insights on the 8 key ingredients of a customer culture
… and much more
His book suggestion:
The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance; L. Brown, C. Brown
The 4 Stages of Psychological Safety: Defining the Path to Inclusion and Innovation; T. Clark
Jef’s golden nugget:
Work on your sensitivity. Sense what somebo ...
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customer culture