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An Introduction to the Customer Culture Concepts
Introduction to the Course Approach and Resources
Chris Brown introduces the course (1:46)
What is Customer Culture and why is it important?
What are the 3 key themes explored in the customer culture imperative? (2:33)
Why the 8 discipline model was developed. (2:46)
Key Idea - What's best for the customer is best for the business. (5:39)
Founder and CEO of Amazon, Jeff Bezos on Customer Culture (0:50)
Reading and Reflection on your own organization
Customer Culture Quiz
What to expect next (2:13)
The 8 Disciplines of a Customer Culture Explained - The Customer Disciplines
Customer Insight Discipline (6:06)
Customer Insight Practices Review and Discussion Exercise
Customer Foresight Discipline (6:24)
Customer Foresight Review and Discussion Exercise
The 8 Disciplines of a Customer Culture Explained - The Competitor Disciplines
Competitor Insight Discipline (7:55)
Competitor Insight Review and Discussion Exercise
Competitor Foresight Discipline (4:55)
Competitor Foresight Review and Discussion Exercise
The 8 Disciplines of a Customer Culture Explained - The Peripheral Vision Discipline
Peripheral Vision Discipline (6:20)
Peripheral Vision Review and Discussion Exercise
The 8 Disciplines of a Customer Culture Explained - The Internal Enablers
Empowerment Discipline (3:39)
Empowerment Review and Discussion Exercise
Collaboration Discipline (3:32)
Collaboration Review and Discussion Exercise
Strategic Alignment Discipline (6:45)
Strategic Alignment Review and Discussion Exercise
8 Disciplines Quiz
Thank you and next steps (0:44)
Your Feedback
Chris Brown introduces the course