In a recent post,  Annette Franz, CCXP writes, “In business, your culture is the soul of the organization.”

If, as she reminds us, the soul is the essence or the moral force of a person, the part of a person that consists of their mind, character, thoughts, beliefs, and feelings. Then, her description of your firm’s culture as the soul of your organization makes sense.

I think it’s safe to say that most, if not all firms, have mission and vision statements. You’d probably also agree that these statements typically contain language that speak to the values of the firm. However, what happens if these values exist primarily on paper and do not drive specific behavior by all members of your team?  In a time when client experience (CX) is your firm’s differentiator; what is the impact to your firm if your firm’s values do not permeate your entire firm?

Donna Cutting puts it plainly, “Your client experience is only as good as your least engaged employee.”

According to Donna, to provide a seamless experience for clients, you must have highly engaged, client-centric employees who are clear on your firm’s values, buy-into your vision and understand how to deliver the client experience that reflects your culture. In her 3-hour deep dive workshop at #CXps2018, Donna will show you how.

It’s the job of any business owner to be clear about the company’s nonnegotiable core values. They’re the riverbanks that help guide us as we refine and improve on performance and excellence. A lack of riverbanks creates estuaries and cloudy waters that are confusing to navigate. I want a crystal-clear, swiftly-flowing stream. -Danny Meyer

Building a Culture that Drives a Red-Carpet Client Experience is just one of more than 20 sessions available to you as part of your conference registration. Register today and take advantage of the Early Bird Discount – $100 off the regular price of $795. (First-timer – save even more using discount code ‘First Timer’.

Donna Cutting is the author of two books on red carpet customer experience including The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service (Wiley, 2008) and the bestseller 501 Ways to Roll Out the Red Carpet for Your Customers (Career Press, 2015). She’s the Founder & CEO of Red-Carpet Learning Systems, Inc., a training firm that works with leaders to help engage their teams to deliver a seamless, red-carpet client experience. Donna’s been quoted or featured in media outlets including Investors’ Business Daily,, ABC News Chicago, C-Suite TV and others.