Companies exist because of their patrons – customers! Serving these customers in the chosen field of work hence is the undisputed priority for any company. But still, why do many companies keep customer service as yet another function? Why do they consider it as a cost driver and so, end up outsourcing that to the cheapest vendor available somewhere on the globe? Isn’t it better you own it and allow it to make you proud?
Enterprise Rent-A-Car boast their culture of “superior customer service” as a driving force behind their success and existence. They follow a simple and routine practice of measurement as “ESQi”. This serves a measure of performance, a badge of pride and a mirror of excellence! Naturally, managers of branches with higher scores become catalysts for their employees and other branches! A spiral that helps bind the culture of superior customer service in tact! I’m sure this helps their business stay and grow with their customers and employees!
If you are intending to build a good corporate culture, institute a value system and demonstrate that it provides the true “mirror on the wall” experience for everyone in the company! Simple measures of performance, coupled with open platforms to share bestpractices helps in making it really a solid foundation for a company built to last!
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Update: 28Jun2013:
Booz&Co has a very insightful perspective on the Corporate Culture… Check it here
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