Cultural Intelligence: Improving Customer Service and Relationships

Cultural Intelligence: Improving Customer Service and Relationships

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

What’s the difference between emotional intelligence and cultural intelligence?

Are cultural differences negatively impacting your customer service and overall business success?

Do your teams struggle to communicate effectively across diverse groups?

Listen to this week’s episode of Doing CX Right, where intercultural leadership expert Professor Andy Molinsky of Brandeis University joins host Stacy Sherman.

Together, they explain why cultural intelligence is essential for delivering exceptional customer experiences in our global marketplace. Discover strategies to bridge communication divides, avoid cultural blunders, and build meaningful connections with customers from varied backgrounds.

    Culture Inteligence & Customer Service Experience Takeaways:

    • How cultural nuances influence customer expectations and satisfaction.
    • Enhancing cultural intelligence to improve business relationships
    • The role of empathy and emotional intelligence in cross-cultural customer service
    • Strategies for effective communication across diverse teams and customer groups
    • Ensuring feedback mechanisms like surveys capture cultural subtleties


      03:47 Quickly build rapport with commonalities and connections.

      09:58 Paraphrasing and using synonyms for clear understanding.

      12:08 Culture comprehension usually rests at individual level.

      13:55 Assess cultural intelligence in local, specific situations.

      17:43 DEI spending is important, but fluctuates.

      21:15 Prepare for crisis to avoid chaos and conflict.

      26:08 CX and relationships: respect, relatability, reliability, culture awareness.

      28:17 AI like Google on steroids, useful but flawed.

      30:19 AI unites people from diverse backgrounds.


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      About Andy Molinsky:  

      A Professor at Brandeis University’s International Business School, with a joint appointment in the Department of Psychology.  Andy received his Ph.D. in Organizational Behavior and M.A. in Psychology from Harvard University. He also holds a Master’s Degree in International Affairs from Columbia University and a B.A. in International Affairs from Brown University.  

      Andy’s work helps people develop the insights and courage necessary to act outside their personal and cultural comfort zones when doing important, but challenging, tasks in work and life. His research and writing has been featured in Harvard Business Review, Inc. Magazine, Psychology Today, the Financial Times, the New York Times, the Wall Street Journal, the Boston Globe, NPR and Voice of America

       Connect with Andy on LinkedIn.

      About Stacy Sherman: Founder of Doing CX Right®‬

      Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

      Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

      Keyword themes: Doing CX Right podcast business ,customer service  company culture