CH 7 Leadership and culture on customer experience

Question 1

How does Leadership influence the customer experience?

Answer 1

Leadership sets the example for the behaviours that the employees will model. These modelled behaviours are then enacted in the customer experience. EG. If the leadership only focuses on making money, employees will also work to make money by closing the sale rather than working towards providing a wholistically beneficial experience for the customer.

Question 2

How does culture affect the customer experience?

Answer 2

Culture is the combination of a company’s values, behaviours and norms. These elements will directly affect the orientation of the processes and systems and people involved in the customer experience. Give a strictness example. Process may be inconvenient, people may be only geared toward following company policy rather than providing solutions.

. These elements will affect how the company views the customer- the standards they hold for their experience. Give ex of stirctness

The organizational culture describes the way things are done in the company. This involves the accepted and expected behaviours and beliefs the company has. These elements influence the moments of contact the customer will have. If the culture of the company is to internally be strict with no considerations, then there will be strict employees who will administer strict procedures to the customer.

Question 3

What is culture mapping?

Answer 3

It is a process that can be used to define the behaviours that support the culture and define the ones that can destroy it.

So you see what a culture should be, and thus the areas you need to work on- people, teams, company as a whole

Question 4

What can you map with culture mapping?

Answer 4

Individuals, Teams, region or an entire company

Question 5

What should culture be?

Answer 5

Defined
Designed
Aligned
Signed
Mine

Question 6

Describe the culture mapping graph for teams

Answer 6

Y axis- Defined culture being ignored-lived
X axis- Not achieving tasks-achieving tasks

So committing to culture while getting tasks done

So uplifting the values through behaviour while completing tasks and meeting standards.

Question 7

What are the different cultures a company can take?

Answer 7

Negative:
Inside out
Cost cutting
Blame culture- looking for a scapegoat- a way to ensure blame doesn’t fall on themselves
Bureaucratic and process culture
highly Political Culture
Dictator culture
They culture- blame others to save your skin

Positive:
Outside in culture
Empowered culture

Question 8

Difference between They and Blame culture?

Answer 8

IDK yet