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Company culture is an invisible but powerful force that either draws people in or drives them away. For entrepreneurs, business owners, and managers, understanding how to build and maintain a thriving company culture is fundamental to attracting and retaining top talent, as well as engaging customers. Lets explore insights from Macquarie Technology Group, a company I feature in my new book:
Customer Magic is available in ebook and audiobook format and can be pre-ordered NOWfor print release on May 28th.
Here are a few high-level, yet actionable lessons presented in detail in Customer Magic:
1. Personal Accountable Service (PAS) Matters: One of Macquarie’s core values, PAS emphasizes taking ownership of problems until they are resolved. It goes beyond typical customer service by encouraging employees to consider the impact of their actions on their business customers and on their business customers’ customer. This involves small but thoughtful gestures that demonstrate empathy and build long-lasting customer relationships.
2. Drive Results: Results matter at Macquarie. Their cultural framework highlights the importance of measuring performance and focusing on outcomes and solutions. Celebrating achievements and recognizing individuals and teams for their contributions to success reinforces a results-driven mindset.
3. Keep it Simple: Macquarie’s cultural framework is characterized by its brevity, memorability, and consistent integration into daily operations. It serves as a reminder to all employees to align their decisions and actions with the company’s overarching purpose and core values.
4. Capture Stories of Service Excellence: Macquarie’s Heartbeat program is an integral part of their culture. Leaders responsible for the program collect and share stories that exemplify exceptional service and purpose-centric actions by employees. The Heartbeat program provides a platform for recognizing and celebrating values-based behaviors – inspiring and engaging both team members and customers. Storytelling is a universal and powerful tool for conveying traditions, values, and emotions. Encouraging team members to share their excellent customer service stories and consistently recognizing these behaviors activates your company’s service vision.
5. Make Everyone Responsible for Culture: Company culture is not solely the responsibility of leaders or HR departments. It requires collective effort and a commitment to aligning culture with purpose and values.
Next week I’ll look at how “taking the road less traveled” can spark Customer Magic.
Related: Scaling Your Business With Customer Magic ... More Priorities