Utilities attempting to focus more on their customers and their customers’ needs frequently ask what it takes to transform their company culture. In this excerpt from the 2018 E Source Forum session Customer-Centric Culture: From Buy-In to Booyah, you’ll learn the critical value of leadership support. Key takeaways include:

  • Culture is the result of employees’ beliefs and assumptions about what’s expected of them.
  • Culture is created and shaped through shared learning and experience over time.
  • We can’t change culture directly, but we can change what employees learn and experience.
  • If we want employees to believe and assume that they’re expected to behave in customer-centered ways, we need to provide learning and experiences that consistently convey that expectation over time.
  • To facilitate new learning and positive shared experiences, we need a high level of support from leadership.
  • E Source research suggests that mere buy-in from senior leaders isn’t enough to lead and sustain desired change.

If you’re serious about leading meaningful culture change to make your utility more customer-centered, watch the video for advice about how to move from buy-in to booyah.

Contributing Authors

Customer Experience Senior Manager, Customer Engagement Solutions

Eryc Eyl is committed to improving the experience of work and business for employees and customers. His expertise in customer experience, employee...