'Does culture eat strategy when it comes to customer service transformation?' with Leonie Williams

Does culture eat strategy when it comes to customer service
transformation?


Joined by Leonie Williams, Co-Founder of Customer Service
Solutions Group, in episode #708, we explore the role of culture
in delivering excellent service and experiences.


Having worked for global hotel chains Hilton and Intercontinental
before joining the Institute of Customer Service, Leonie states
that “If you get the EX and the CX right, the business results
follow.”


But for businesses that don’t have this customer service culture
already embedded throughout, is it really possible to drive this
mindset shift?


And if so, how?


Emphasising the importance of the “tone from the top”, focusing
on systems and processes to facilitate customer orientation (or
whatever you want to call it), and questioning whether actually,
culture change is too heavy a burden to bear, listen to the full
episode now.


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