CULTURE SHOCK!
When it comes to delivering exceptional customer experiences (CX), relying on brand strength alone won’t cut it. A well-framed customer experience must be an expression of a company’s brand from within, one that is intertwined with the culture of the company. Without this as a guide, employees are left to their own devices, and the delivery of good customer experiences left to luck.
Strong brand culture can be likened to the inherent DNA of a brand and the values that governs every touch point along the CX path. This culture is formulated and defined by the company in which the employees live the core values of the brand to solve customer problems, make strategic decisions, and deliver a high quality and branded
