The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef Teugels
Jef is founder of Reins Group and an ambassador of the ECXO.
In this episode you will learn:
- Some highlights on the ECXO
-
The definition of culture and customer culture
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The example of Air New Zealand transformation
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Several great insights on the 8 key ingredients of a customer culture
… and much more
His book suggestion:
- The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance; L. Brown, C. Brown
- The 4 Stages of Psychological Safety: Defining the Path to Inclusion and Innovation; T. Clark
Jef’s golden nugget:
Work on your sensitivity. Sense what somebody else is living or trying to convey.
How to contact Jef:
Thank you, Jef!
Thank you European Customer Experience Organization (ECXO)
#customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerculture #culture
