Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself. This includes what it considers to be its most important goals, how it treats employees, and how it feels about its customers. In short, corporate culture is complicated and often laden with contradictions.Today, I’m going to talk about the power associated with corporate culture and how it can impact the customer experience that a company provides, both positively and negatively. Let’s start by unpacking the notion of corporate culture, and then explore how it affects the customer experience.

Source: Corporate Culture and the Customer Experience: A Delicate Balance


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