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A strong culture is like a protective shield. Here’s what I mean…
No organization operates without a certain amount of friction: coworkers get stressed, customers get frustrated, projects hit roadblocks.
And some organizations gradually disintegrate in the face of these pressures. People feel demoralized, and their performance starts dropping. Eventually, employees start looking for other jobs… and customers look for other providers.
But some organizations THRIVE under similar pressures. Despite challenges, their teams remain focused, effective, and engaged, which means that their customers are more likely to remain loyal and satisfied.
So what makes the difference?
Culture.
Organizations with a strong culture maintain consistent performance and employee engagement even during challenging times… while their competitors struggle with turnover, declining morale, and operational disruptions from the same pressures.
This is why we teach our clients to build strong cultures of service excellence. These cultures keep employees working at the top of their game… and always alert to creative ways to enhance the customer experience.
This not only drives more customer satisfaction and employee loyalty… but it also ensures that the ENTIRE organization is more resilient and responsive during difficult periods and uncertain times.
Watch this clip of my interview with Shep Hyken to discover more about why culture matters for organizational resilience.
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Below is an Autogenerated Transcript
When you say “I defend my culture,” it recognizes that there are in the world elements that will degrade your culture, that will attack your culture. That will weaken the culture. And he’s saying, I got to defend it. And that brings up a very real point that in serving other people, there’s wear and tear. Not everybody’s friendly. You’re going to get this emotional pushback at different times. Your colleague may show up in a bad mood one day.
So then the culture itself has to become a source of uplifting the well-being of the people who are there. And I think that’s what that CEO really meant when he said, I got to defend the culture, because I’ve got a group of people and I want their spirits to continue to be high so they can give to others.
