Industrial Talk is onsite at FABTECH 23 and talking to Tom Halpin, President at The Halpin Group about "How to avoid a culture that prevents customers".  Here are some of the key takeaways from our conversation:



Manufacturing and a new book with Tom. 0:00

Tom is a seasoned manufacturing professional with 30 years of experience in the industry.
Tom has written a book about his experiences and insights, which he discusses with Scott on the podcast.


Unintentionally creating a culture that prevents customers. 2:29

Tom discusses their book "The Customer Prevention Culture" and the common missteps companies make unintentionally that can lead to a culture that prevents customers.
Customer nuisance mindset can lead to company-centric workflows, neglecting customer needs.


Common mistakes in customer-centric workflows. 6:16

Customer centricity is key: prioritize customer needs in workflows, reduce touchpoints, and serve customer-centric content.
Customers sense disconnect between teams, leading to frustration and churn.


Building a customer-centric culture. 10:05

Tom emphasizes the importance of proactive leadership in shaping a customer-centric culture, rather than relying on autocratic styles or "baseball bats."
Tom compares the importance of a customer-centric culture to the US Constitution and Bill of Rights, highlighting its significance as a manifesto.
Tom argues that companies need to create a culture of commerce, not customer prevention, to drive lasting change and success.
Leaders must demonstrate humility and commitment to change for their teams to follow suit.


Preventing customer loss in business. 16:43

Book provides concrete roadmaps for sales success through culture.
Tom shares his expertise on preventing customers from leaving and how to make it happen.





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TOM HALPIN'S CONTACT INFORMATION:
Personal LinkedIn: https://www.linkedin.com/in/tom-halpin-5183532/

Company LinkedIn: https://www.linkedin.com/company/the-halpin-group/

Company Website: https://thehalpingroup.net/

The Customer Prevention Culture
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