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Regardless or product or service, special offer or gimmick; your culture is the one thing which creates success
How do customers choose who to do business with? In an era of increasing uniformity what makes one shop, one bank, one business stand out over another? Most importantly, why does one organisation provide its customers with a great experience whilst another similar organisation leaves much to be desired?
In most cases, the answer quite simply comes down to organisational culture. I may sell shoes but whether I do so with a smile on my face or begrudgingly is a result of the way in which the company culture impacts employee engagement. My start time may be 9am but whether I am expected to start a couple of hours earlier, whether I am seated at my desk and ready to work at nine, or whether nine o’clock signals the time to interact and catch up with colleagues at the coffee machine is a direct result of the company culture.
…But beware, let the culture go awry and you can end up with mis-selling, employees prioritising their bonuses over customer care or in-house fighting as department leaders vie for promotion.
Regardless or product or service, special offer or gimmick; your culture is the one thing which creates success- guard it well.