28 episodes

This is the Customer Mission Podcast - an active discussion and commentary program dedicated to reshaping the perceptions and approach to serving and communicating with customers.

The Customer Mission Andrea Olson

    • Business

This is the Customer Mission Podcast - an active discussion and commentary program dedicated to reshaping the perceptions and approach to serving and communicating with customers.

    To Improve Culture, Build Behaviors

    To Improve Culture, Build Behaviors

    We often think that organizational change requires a series of all-hands meetings, announcing a new set of company values, often accompanied by a pizza party or even a series of team-building activities. Then, we sit back and wait for the amazing organizational transformation, that never comes. What went wrong? We told everyone what we wanted, and it seemed like the team was positive and optimistic about our vision! The flaw in this thinking is the belief that culture can be changed by simply declaring it should change. Lasting change requires much more - the building of new behaviors.


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    • 4 min
    Why Leaders Need to Understand Every Behavior Has a Purpose

    Why Leaders Need to Understand Every Behavior Has a Purpose

    Behavior is what humans do, and it's observable and measurable. Whether it is to walk from one place to another or to crack one's knuckles, behavior serves some type of function, and provides a consequence or reinforcement for the behavior. When leaders successfully identify the function of their organizational behaviors, one can reinforce an alternate, acceptable behaviors that will replace them. While this sounds fairly clinical, and maybe even simply common-sense, it is often overlooked and underutilized by organizational leadership. We assume since we are working with experienced adults, that behavioral reinforcement isn't really necessary - that's only required for children. However, the opposite is quite true.


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    • 3 min
    Problems that are left unattended have a habit of turning into crises

    Problems that are left unattended have a habit of turning into crises

    Slow-moving problems are frequently overlooked inside organizations. They are usually ones that are very un-sexy, seemingly boring and often don't have a highly visible and shiny ROI attached to them. They are typically seen as 'just the way things are' and perceived as more pain and cost to change them, rather than simply let them lie dormant. The issue is that these problems will eventually turn into crises and too many organizations don't take action until they are emergencies.


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    • 4 min
    Forget the resume and pedigree. Focus on challenging and growing people.

    Forget the resume and pedigree. Focus on challenging and growing people.

    We frequently assume that if we hire someone with a great resume and a strong background of industry and competitor experience, we've found a gem. That this person will bring to the organization a breadth of knowledge that will help provide new insights on industry best practices and secret sauces. If we can get them at a reasonable cost, even better.

    But is this really a great hire? I'd argue, it's quite wrong. Many companies are of this mindset - bring in people with the pedigree and experience that will elevate the organization to a new level. However, we're looking at it through too shallow of a lens.


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    • 3 min
    Customers Don't Know Your Processes. This Is Your Problem.

    Customers Don't Know Your Processes. This Is Your Problem.

    The problem is for most customers, they don't know YOUR process. Customers shouldn't have to know the "secret sauce" for connecting with the right person. They shouldn't have to know the "best method", whether it be web, phone or email, to accomplish what they're trying to achieve. Each and every person on your front line should be empowered to handle customer needs, without the customer needing to know your process. It should be seamless for them, as this is what sets apart "Ok" from "Amazing".


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    • 5 min
    Why Organizational Leaders Often Misdiagnosis Problems

    Why Organizational Leaders Often Misdiagnosis Problems

    Every leader wants to fix the problems in their organization. The issue is, that most leaders have a hard time diagnosing those problems correctly. It isn't the case of a lack of seeing the problem, experience, or capability to correct it. The real issue is two-fold: being too close to the problem, and looking at the problem the wrong way.


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    • 4 min

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