CX Tip #37: Test for Cultural Fit Before You Hire

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CX Tip #37: Test for Cultural Fit Before You Hire
(Employee Engagement)

To test how well prospective employees will fit with its company culture, Disney Store’s interview is actually a “casting call” and includes role playing in-store scenarios to demonstrate potential guest interactions and reading a portion of a Disney story, which is part of the job description.

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About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to CX Tip #37: Test for Cultural Fit Before You Hire

  1. I love Disney’s approach Bruce. It is all about “fitting into the culture” and I think it’s brilliant. It would be great if more employers saw that value of their people as one of the key components in the customer experience.

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