The best path to achieving a sustainable competitive advantage in a dynamic marketplace is through the development of an innovative and winning corporate culture. In this talk, Susan will define the essence of organizational culture in practical terms, and share a model for building the infrastructure to build and support your culture. Most notably, Susan will focus on the interplay between your culture and your customer experience, and demonstrate why the most consistent and authentic customer experiences are rooted in positive and uplifting work environments where employees are thriving. Susan will share strategies and best practices for leveraging emotion as a differentiator in both the employee experience (driving recruiting, engagement, and retention), and customer experience (building loyalty & capturing market share), allowing you to derive a competitive advantage from your most valuable resource: your people.
Attend Civic Design 2021, a new Rosenfeld Media conference astride the intersection of design and the public sector.