Mastering Customer-Centric Culture: The 5 Essential Disciplines, from Customer Think.
Culture is the new black.
Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with the largest increase in search volume, and give it the title of the “word of the year.”
“Culture” took home the prize in 2014.
Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.
The customer experience (CX) space has experienced a similar trend. There has been a commensurate increase in culture talk. Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement.