Turning Culture into Customer Success-CEO Insights with Matt Feiner: Your Customer, Your Success E25

Описание: Episode 25 of Your Customer, Your Success with Matt Feiner

In this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the significance of hiring for cultural fit. Matt emphasizes the role of a strong culture in enhancing customer experience and the necessity of fostering an environment where healthy debate is encouraged. He also provides valuable advice for new CEOs on navigating culture transformation and the importance of psychological safety in the workplace.

Takeaways
• Matt emphasizes the importance of listening to employees during leadership transitions.
• Cultural transformation requires involving key employees in the process.
• A strong corporate culture can significantly enhance customer experience.
• Healthy debate among team members is a sign of a strong culture.
• Hiring for cultural fit is crucial, but diversity in skills is also important.
• Psychological safety allows employees to provide honest feedback.
• Change management involves addressing fears and resistance from employees.
• Leaders should create a safe space for open discussions.
• Silence can be a powerful tool in meetings to encourage deeper insights.

Chapters

00:36 – Introduction to Matt Feiner and His Journey
02:25 – Navigating a Huge Leadership Transition
05:29 – Cultural Evolution and Employee Empowerment
07:04 – Understanding the Business and Its Client
10:14 – Addressing Change and Resistance
13:54 – Hiring for Cultural Fit
16:57 – The Impact of Culture on Customer Experience
20:15 – Lessons on Healthy Debate in Culture
25:20 – Advice for New CEOs on Culture Transformation
27:26 – Does It Hold Water?
30:40 – Chip Shots

📚 Book Recommendation:

Matt’s Pick:
The Advantage: Why Organizational Health Trumps Everything Else in Business, by Patrick Lencioni
🔗 Connect with Matt:
· LinkedIn:   / matt-feiner-8b243b4  
🔗 Connect with Gary Marra:
· LinkedIn:   / gary-marra  
· Marra CX Hub: https://marracxhub.com/
· YouTube: YCYS YouTube Page

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