Modern customers and employees want information on their own terms. In order to best educate employees and provide answers and tools to customers, many customer-focused brands create knowledge-rich cultures. These cultures pride themselves on offering learning and growth opportunities for employees while empowering them to solve customer issues. However, Dave Hare, principal consultant at ServiceXRG, says too many companies have knowledge-rich cultures in silos, which creates chaos and lost opportunities
Most CEOs don’t clean bathrooms, report to entry-level employees, or stop by stores just to chat with customers. Then again, Larry Sutton isn’t most CEOs. Larry has turned RNR Tire Express into the fastest-growing tire franchise in the country.
Culture has come to the forefront of many business leaders’ minds lately due to attention around issues like sexual harassment and diversity. The problem is that most leaders don’t know how to cultivate a corporate culture that is lively and sustainable, or else they are going about it the wrong way. [...]
There’s a new member of the C-Suite showing up with increasing frequency: the chief culture officer. Instead of spreading the responsibility of creating and maintaining the corporate culture over multiple executives, the chief culture officer takes nearly full responsibility. [...]
In many cases, today’s employees are like the canaries that miners used to send ahead to check for dangerous gases in the mines. If the canary didn’t make it back alive, the miners took it as a warning to leave immediately. In the business world, employees are often the ones on the front lines who have the potential to warn their employers of any problems that might arise and be deadly for the company. But it’s up to the company to actually listen to its employees and head their warning cries. Here are 10 blunders that could have been avoided if companies had just listened to their employees. [...]
Often the main hindering block for customer experience is company culture. Fortunately for some, and unfortunately for others, the root of customer experience is a company’s culture. Without a customer-focused culture, organizations can never truly achieve a strong customer experience. It’s often the missing component for companies that continue to miss the mark on customer experience [...]