The secret to building a customer centric culture / Dave Gray / Episode #8
Dave Gray talks about why understanding Organisational culture is more important than ever and how norms, habits and behaviours shape that Organisational culture.
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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.
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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
----------------------------------------
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
Activity