Customer Service Excellence & Culture
Excellent Customer Service Starts With Great Culture
Every organization is different, so is its culture. Beyond an obvious baseline, there’s a unique culture that’s right for each organization. A benevolent and supportive culture might fuel a service organization but might backfire completely at another that is more competitive and driven by innovation and disruption.
In a Recent Study, Nearly
- 80% of executives said culture is among the top five things that make their company valuable
- >50% agreed that it influences productivity, creativity, the value of a firm, and growth rates.
The ICEBERG Model
As per Gallup report, companies with strong employee engagement experience better retention, increased productivity, and 21% higher profitability. Harvard Business School Professor Jeffrey Rayport describes culture as a set of shared values and beliefs that define how employees interact, solve problems, and collaborate with one another. Culture is a tool you use to drive a business to scale. .You have to constantly design and redesign culture for each additional level up.
- Build trust and create value
- Align expectations that can adapt to changes
- Bring focus on what one can “give” rather than what one can “get”– Aligning structure to daily conversations
- Brings Accountability
- Develops the power of appreciation, acknowledgment and gratitude How we do
- Discover – Assess teams and organization across the value chain
- Design – With honest conversations and setting milestones to see results
- Develop – Integrate the concept across the various touch points of the organization
- Deliver – That can create value and build trust
- Sustain – Integrating culture with your brand
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