What is CX… it’s an abbreviation that has multiple meanings, but two of the most important, for leaders, are Culture and Customer Experience.

Culture, in business or for a team of people, refers to the behavioral norms that are observed within the working atmosphere.  Culture is the “working norms” like values, operating standards or procedures, attitudes, typical behaviors and goals and objectives in an organization.  The Culture creates the environment.  According to an Indeed survey, 72% of job seekers say it’s extremely or very important to see details about company culture in job descriptions

The Culture is going to be shaped by the leaders in the organization.  You can’t really separate the leader from the Culture of team.  It’s a lot like a recipe to make a dinner. The leader decides what ingredients will be used to make a great dinner. 

When it comes to your culture, what type of ingredients are you using to help your team love what they do as part of delivering your organization’s mission.  When each team member has job fulfillment, high engagement and a connection to purpose, that will fuel exceptional customer experience.