Creating an exceptional customer experience has become a top priority for the world’s greatest organizations as more companies realize that an exceptional customer experience can be a true competitive advantage. An exceptional customer experience requires an exceptional organizational culture.
What is the level of trust in your culture? What do employees think of senior management?
Research says that only 49% of employees trust senior management. The scores for CEO’s are even more dismal; 28% of surveyed employees felt the CEO was a credible source of information.
Whether your business is large or small, if you are the CEO, you are also the CCO—the Chief Cultural Officer. Culture matters – it is what makes the difference between a thriving, profitable, and growing business and one that is lethargic and struggling. The CCO who takes on the creating, shaping, and development of the company’s culture will see a highly productive and happy workforce who produce significant bottom line results.
During his many years of working with groups around the world, Stephen R. Covey (best-selling author of The 7 Habits of Highly Effective People) had the incredible opportunity to personally observe how organizations best leverage the unique contributions of everyone in the workforce, regardless of their age, generation or style. After studying a wide-range of diverse groups including Non-Governmental Organizations (NGOs) such as Grameen Bank, and global organizations like Marriott Hotels International, Covey found that an important step in building and sustaining long-term results required the thoughtful process of creating guiding principles. These principles provide organizations and all employees with a baseline which provides clarity around performance and results.