There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way.
The problem is that most employees believe they’re doing the right thing for customers – it’s those people in [insert name of some other department] who are messing up. So if you start with culture change – putting together training, creating a customer room, waiting for improved outcomes – you’re loading your cart before you have the means to propel it forward.