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The secret to building a customer centric culture / Dave Gray / Episode #8

By Service Design Show

Dave Gray talks about why understanding Organisational culture is more important than ever and how norms, habits and behaviours shape that Organisational culture. ---------------------------------------- EPISODE GUIDE 1:22 - First encounter with Service Design. 3:49 - How might we create more customer centric organisations? 10:02 - Why do I say culture is norms, habits and behaviours? 25:19 - How can we shift the internal workings? 30:05 - Beginners tip: find those peers and start learning from them! 32:15 - Daves question for the viewers. 32:45 - A brief insight into Liminal Thinking. ---------------------------------------- ABOUT DAVE GRAY @DaveGray ➜ https://goo.gl/P3W3Me ➜ http://xplaner.com/ ➜ https://medium.com/@davegray LINKS FROM THE SHOW XPlane ➜ http://goo.gl/5l9Wwu Culture Map ➜ http://goo.gl/FU6XRo Gamestorming (the book) ➜ http://goo.gl/B7bQPP The Connected Company (the book) ➜ https://goo.gl/kjeJc9 Liminal Thinking (the book) ➜ http://goo.gl/K2Cw4m Liminal Thinking The pyramid of belief (video) ➜ https://goo.gl/TzG52t Service Design Chapter in St. Louis ➜ https://goo.gl/1bPg22

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