Tom Halpin has been the principal in a small sales agency that has repped 40 companies over the last 15 years. He is becoming more of a consultant and is the author of the book The Customer Prevention Culture.
This culture is based on 5 common missteps: (1) the customer is not king, (2) company-centric (not customer-centric) infrastructure, (3) tribes and silos with a lack of shared organizational outcomes, (4) too many unnecessary customer touchpoints, and (5) no values to form culture, not being proactive to inspire team members.
Mr. Halpin’s remedy is the “culture of commerce” that flips 1 – 5 around by inspiring team behavior that drives the customer experience. This behavior is maintained through listening mechanisms to track the experience which should be all flow and no friction.
An innovative video of the customer prevention culture can be viewed at https://www.youtube.com/watch?v=uylEec4STAc.