Centro de Documentacion de Fundación MAPFRE - Camp organic : how one top agency builds a culture of customer empathy

MAP20080028541

Camp organic : how one top agency builds a culture of customer empathy / by Kerry Bodine with Harley Manning and Andrew McInnes. — Cambridge : Forrester Research, 2007

(For Customer experience professionals)

Sumario: Organic, one of North Americas top digital marketing agencies, knows that exceptional experiences are grounded in a deep understanding of customers. But the firm doesnt just pay lip service to this idea. Its developed a three-day ethnographic exercise called Camp Organic to help employees experience customer empathy firsthand. The investment is sizable, Organic sends more than 150 employees per year to its camp events, but the agency reaps multiple rewards from the program. In addition to cultivating the firms empathy-based corporate culture, Camp Organic is a key element of its employee development and retention strategy. Customer experience execs should look to Camp Organic for inspiration in creating their own programs to nurture customer-centric corporate cultures

1. Servicio al cliente . 2. Marketing relacional . 3. Empatía . 4. Programas de formación . 5. Cultura corporativa . I. Manning, Harley . II. McInnes, Andrew . III. Forrester . IV. For Customer experience professionals . V. Título.