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Be Customer LedHow to become maniacal about your employees and customers. Author: Bill Staikos
We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. Visit us on www.becustomerled.com Language: en Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Matt Marcotte on Creating Cultures That Win
Episode 96
Wednesday, 10 December, 2025
Meet Matt Marcotte, the founder of The M2 Collaborative, a leadership coaching and brand strategy consultancy.This conversation follows Matt's 34-year career in retail and his time at Salesforce. Matt calls himself a "consumer anthropologist" because he loves understanding why people behave the way they do.He believes that great customer experiences start with employees who feel valued and supported. When people believe in what they do, they create stronger connections with customers.Matt talks about key ideas from his book, Built on Belief, such as "people not products" and "belief fuels commitment." He explains the difference between a culture where employees only follow rules (compliance) and one where they care and take ownership (commitment). He shares real examples from places such as Apple, Trader Joe's, Chewy, and Zappos to show how strong cultures are built.Matt also gives simple steps for leaders: know why you want a commitment culture, understand where you are now, move in small steps, and involve employees in shaping the future.[03:22] Matt's Career Journey[06:44] Key Themes in Matt's Consultancy and his Book [11:53] Culture of Compliance vs. Culture of Commitment [19:54] Building a Culture of Commitment [24:43] Starting with the Heart [33:05] Examples of Starting with the Heart [39:53] Practical Steps for Shifting to a Commitment Culture Connect with Matt:LinkedIn: linkedin.com/in/mamarcotte/Website: m2collaborative.com/Mentioned in the episode:Built on Belief: Why Cultures of Commitment Are the Competitive Advantage: amazon.com/Built-Belief-Commitment-Competitive-AdvantageBlueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown
