Andrea Olson

Organizations are continually focused on developing their people, yet many leaders continue to unknowingly reinforce negative and culture-killing behaviors. In this provocative and entertaining talk, Andrea Olson, organizational culture and customer-centricity expert, shares a new approach to culture development, and how leaders can impact communication, collaboration, engagement, and productivity of their teams to generate unexpected growth.

Companies have focused on training and technology to improve customer engagement and service, but often times, these efforts fail to effectively generate new customers or improve share of wallet. In this dynamic and humorous talk, Andrea Olson, organization culture and customer-centricity expert, addresses why “good” service isn’t enough, and how a radical new focus on customer goals is the key to effectively differentiate and compete.

Organizational leaders often see culture change as essential and seek to implement initiatives to transform their organizations. Yet, more often than not, the results of their efforts fall short. A great culture should meet three criteria: true, valued and different. The first two are easier to achieve than the last. This presentation will discuss the 5 key reasons why cultural change efforts go astray, and how to avoid them. With a combination of in-depth research and comedic examples from real-world companies, attendees will walk away with actionable tools to help transform their culture without failure.