Creating a Customer Culture - A Video Based Course
An interview with Dr Linden R Brown on how companies create customer centric cultures
This 30 Minute video based course includes 15 short episodes from a TV interview hosted by Nicole Wales with Dr Linden R Brown and Sonja Sandral, the General Manager of MoneyTech, a FinTech business based in Sydney, Australia.
You will learn about the importance of creating a culture focused on customers and how MoneyTech have successfully embedded this culture into the way in which they work.
Your Instructor
Dr Linden Brown has worked as a management consultant, academic and an entrepreneur in start-up organizations. For more than 20 years he has worked with multi-national firms in North America, Europe and Asia-Pacific to develop their market-focus capabilities and business strategies. He has had Visiting Professor appointments at several universities including INSEAD (France), Cranfield (England) and the University of Technology, Sydney (Australia). Linden has published 14 books on management, marketing and strategy.
Course Curriculum
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PreviewEpisode 1 - Why is a Customer-Centric Culture so important? (3:38)
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StartEpisode 2 - What does being customer-centric really mean? (1:13)
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StartEpisode 3 - What does a Customer Culture mean in practical terms at MoneyTech? (1:15)
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StartEpisode 4 - Creating a Customer mindset (2:42)
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StartEpisode 5 - How do you make a Customer-Centric Culture tangible? (2:58)
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StartEpisode 6 - Are most companies customer-centric? and if not, should they be. (2:15)
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StartEpisode 7 - The 8 Disciplines of a customer-centric culture. (5:30)
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StartEpisode 8 - Benefits of Building a customer-centric culture (1:40)
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StartEpisode 9 - What is a typical weakness in most businesses? (1:40)
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StartEpisode 10 - How does the MRI create engagement and alignment around the customer? (1:19)
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StartEpisode 11 – Increasing collaboration by breaking down group working silos at MoneyTech. (0:42)
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StartEpisode 12 - How easy was it for MoneyTech to become more customer-centric? (0:44)
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StartEpisode 13 - How important is Strategic Alignment across the business? (1:58)
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StartEpisode 14 - How did focusing on Customer Insight help MoneyTech? (1:10)
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StartEpisode 15 - What was the benefit of focusing on becoming customer-centric at MoneyTech? (1:20)