It may seem overly simplistic to suggest that companies must look in the mirror and build the best “self” they can before anyone else will truly love them. Or maybe it sounds more like an episode of Dr. Phil. Regardless, it is good advice and the hot topic at this year’s Customer Experience Leadership Conference held in New York City.
Culture Club
Want to be in the “Great Customer Experience Club”? It’s all about culture.
cul•ture [kuhl-cher] - the behaviors and beliefs characteristic of a particular group
So, what makes a great culture and what makes it relevant to the customer experience?
According to Tom Mendoza, Vice Chairman for NetApp, the following are the top 5 elements that make a great culture:
- Attitude
- Candor
- Catch someone doing something right
- Leadership that cares and inspires
- Embrace change
From top to bottom, these five attributes will create a strong foundation for a positive culture. Engaged employees are paramount to a company’s success. They are the internal engine that drives a positive customer experience and therefore, drives customer loyalty – both of which lead to revenue growth and profitability.
Journey to Oz
When a company is ready to embark on the journey to revitalize and improve their culture, it is important to understand their current state in order to create a strategy to get where they want to be (their preferred state) with regard to how likely it is that they can successfully execute a change initiative.
Strategy without execution is meaningless, and execution without people is impossible. Sitting at the round table and defining a great corporate culture is a first step. But, ultimately that is not enough. An implementation plan is absolutely necessary. Keep in mind that the approach to executing your strategy will be the first impression of your new culture, especially to those called to action.
Why Should We do this Again?
Because it’s your people who create a differentiated and remarkable customer experience. And it’s this type of experience that creates loyal customers who drive revenue, profitability and amazing success! Plus, there’s almost no downside to creating a fantastic place to work to help get you there. Make your business a win-win for customers and employees!
Positive Culture → $$
- Empower employees to act like owners
- Inspire them to deliver an authentic experience
- Incentivize and recognize the right behaviors
You might be thinking – sure, I can do that. There are definitely some common pitfalls to doing this to watch out for while you consider embarking on your journey. One way to avoid these is by following a proven methodology – check out TrendSource’s methodology in our CLIMB blog series.
