Culture is perhaps the greatest yet most ignored profit generating engine. Unfortunately, a company’s culture is often collecting dust in employees' desks because without psychological ownership these words never drive change.
In today’s ever-evolving corporate landscape where complexity and quickening innovation cycles is a constant hurdle to growth, firms must take a renewed focus on ensuring internal health is aiding rather than hindering growth.
Employee engagement serves as a gateway to product innovation, service excellence, and sustainable growth. However, with only 30% of employees engaged in their work significant value destruction is holding back growth.
If a company wants raving customers it first needs raving employees. The “customer experience quadrant” illustrates the key revenue and cost drivers associated with either top or bottom-quartile customer service performance.
Many companies experience what this articles calls the “culture paradox,” whereby a great initial culture creates growth, that growth creates complexity, complexity destroys that culture, and a poor culture destroys growth.
Volatility is the new normal. As such, companies must disrupt themselves before others do it for them. Sales is no exception because digitally empowered customers are continually expanding sales expectations.
Cross-functional collaboration is the glue that holds a company together. Without it, silos erode the culture, customer experience, and growth. Three steps can be taken to create sustainable cross-functional collaboration.
Many organizations foster a culture that unknowingly promotes complexity, ensuring everyone is "not on the bus." This causes significant financial and energy leakage which all stems from a "culture paradox."
Most of the areas holding back growth stem from internal obstacles rather than external market or competitive forces. An "inside-out | bottoms-up" approach can transform internal health and unlock significant growth.
Companies must (1) engage its employees, (2) delight customers, and (3) deliver strong financial results. If the first two take place, the third will take care of itself. The EPC framework can help in meeting these goals.
Customer’s expectations across all industries have significantly growth over the past decade. This has left a gap between what customers expect and what they actually receive. Three steps can close this customer experience gap.