Company culture is the shared values and practices of your employees, and it will have a huge impact on your overall success in the market place.
Corporate culture begins at the top. For a great example of how CEOs can take the lead, take IBM’s CEO Ginni Rometty. When she first became CEO in 2012, she engaged employees by posting on her blog, allowing all employees to see her level of commitment to social media.
The benefits of a positive corporate culture can be mind-blowing. In conducting research for the book “Corporate Culture and Performance,” authors John P. Kotter and James L. Heskett found companies with healthy cultures consistently and conclusively outperformed those that did not. Consider:
Look at Google, for example. The corporate culture is a caring and nurturing environment where innovation is encouraged. Is it any wonder then that Google is one of the world’s leading companies? The staff love working there and want the company to perform well.
Companies such as Frontier Communications, Inc., came under fire in a recent review by 24/7 Wall St. because of an apparent disconnect in the way the company views its relationship with its staff. The company feels that staff relations are good but the staff do not – citing lack of innovation as one of the primary reasons for dissatisfaction. And this shows in the company’s earnings – between 2011 and 2013, they’ve dropped steadily.
Communication between employees and management needs to be a two-way street. While discussion of issues will not always bring about the resolution hoped for by both parties, it does make it more likely that a compromise can be achieved.
Allowing staff to contribute ideas makes good business sense. Most often, it is the client-facing employees who best understand the issues that need to be addressed in terms of client satisfaction. Staff who feel that companies value their input are less likely to feel dissatisfaction.
It is just as important for management to communicate with the staff. Keeping staff informed on why certain actions have been taken, letting them know the direction the company is heading in and, most importantly, ensuring that they know what the corporate culture is are all essential to success.
If your employees are satisfied in their jobs, they are more likely to deliver top-notch customer service. Delivering excellent customer service is top on the list for many companies.
Great companies ensure that their staff has the best possible tools to assist them in this task. They use their customer service budgets to invest in cloud-based call center software that enables staff to deliver outstanding service. Staff see by the level of investment the importance placed on customer service.
Companies that fail in this area will often not provide staff with the support or training necessary to do a great job, and then will blame the employee when results are not as desired.
Developing a great corporate culture means fostering good relationships with your employees, facilitating excellent communication and giving staff the right tools and training for them to excel in providing excellent customer service.
Guest blog via Social Monsters.org
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