Incorporating inclusivity to positively impact customer experience outcomes and organizational culture / Aileen Day.

Format:

Book

Author/Creator:

Day, Aileen, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Customer relations--Case studies.

Customer relations.

Corporate culture--Case studies.

Corporate culture.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications, Ltd., 2023.

Language Note:

English.

Summary:

This case outlines how a leader used the practices and principles of customer experience as a business discipline-specifically, customer insights, otherwise known as voice of the customer data-to understand customer needs and to influence a change in how her organization communicates, empathizes with, and develops products for all customers. Shannon, the newly appointed Customer Experience Leader at a school and office supplies warehouse, came to find herself educating a cross-function team in the importance of not just collecting customer insights but actioning the customer feedback to close the feedback loop. In Shannon's position, she found an opportunity to help further progress the organization's governance around closing the customer feedback loop. This additionally gave her the opportunity to build up her organization's culture and accountability in inclusiveness and diversity. This case study shows how, in taking these opportunities, Shannon further progresses the organization's capacity to become more customer centric. Students will be asked to examine the underlying obstacles to creating an inclusive workplace environment. They will use this insight to help them formulate a strategy in which the delivered customer experience resonates with the organization's diverse and authentic culture.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

1-5296-1944-0

9781529619447

OCLC:

1362530830