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How can employees drive a culture change to improve customer satisfaction in small business?

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Customer satisfaction is crucial for any small business that wants to retain and attract loyal customers. But how can you create a culture that puts customers first and empowers employees to deliver exceptional service? In this article, you'll learn how employees can drive a culture change to improve customer satisfaction in small business.

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1 Why culture matters

Culture is the shared values, beliefs, and behaviors that shape how employees interact with each other and with customers. A strong customer-centric culture can help you differentiate your small business from competitors, increase customer loyalty, and boost your reputation. However, culture is not something that can be imposed from the top; it has to be lived and practiced by every employee in every situation.

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Tim O'Brien

Customer Experience Salvos Stores
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Good business culture generally equates to good CX. As good culture is built over time so is a good CX. Culture isn’t stagnant, it shifts with time and has constant pressures but has to be able to adapt and evolve.

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Sandip Gupta

CX/EX nerd, transforming & fixing broken systems with empathy, storytelling, analytics, agility, creativity, and digital transformation. Boosting human and customer-centricity | Medallia Certified
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As #culture are shared approach so do customer satisfaction “a shared responsibility”. If an organisation wise to be customer centric where customers are happy to do business with, be a repeat customer, and high customer satisfaction, then everyone in the organisation has to believe and work together for the common goal. #workplaceculture #customersatisfaction #customercentricity

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2 How to assess your current culture

Before you can change your culture, you need to understand your current culture and how it affects customer satisfaction. You can use various methods to assess your culture, such as surveys, interviews, focus groups, or observation. You should ask yourself and your colleagues questions like: What are our core values and how do we communicate them? How do we reward and recognize employees who deliver great service? How do we handle customer feedback and complaints? How do we collaborate and learn from each other?

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Sandip Gupta

CX/EX nerd, transforming & fixing broken systems with empathy, storytelling, analytics, agility, creativity, and digital transformation. Boosting human and customer-centricity | Medallia Certified
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Very simple, ask specific questions to not only customers but most importantly your employees. There are two types of cultures perceived: 1. Internal Culture - The culture which the employees experiences, live, and breadth. 2. External Culture - This culture is experienced by the customers, the way they are been handled, attended, made them feel about whole interaction. Ask your people, how they feel about the culture, being valued, have feeling of belonging, and most important “given an opportunity now, would you stay or leave the organisation and why?”

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3 How to define your desired culture

Once you have a clear picture of your current culture, you can start to define your desired culture and how it aligns with your vision and goals. You should involve your employees in this process, as they are the ones who will have to embrace and embody the change. You should ask yourself and your colleagues questions like: What are the customer needs and expectations that we want to meet or exceed? What are the behaviors and attitudes that we want to demonstrate and encourage? What are the standards and measures that we want to use to evaluate our performance?

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4 How to communicate your desired culture

After you have defined your desired culture, you need to communicate it effectively and consistently to your employees and customers. You can use various channels and tools to communicate your culture, such as mission statements, value propositions, slogans, stories, or symbols. You should make sure that your communication is clear, concise, and compelling, and that it reflects your brand identity and personality. You should also provide examples and testimonials of how your culture benefits your customers and employees.

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David Salamon

Accomplished Learning & Development Leader | Expert in Global Training Strategies and Organizational Excellence
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In my experience culture must be promoted top-down with all levels leading by example. Leaders must exemplify the values and behaviors they want instilled in their workplace so there is a clear understanding of expectations throughout the team. Seeing leadership routinely put principles in action paints a clear picture to the team that culture isn't something merely talked about, it is something embraced and championed at all levels of the organization.

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5 How to implement your desired culture

Communication alone is not enough to change your culture; you also need to implement it in practice and make it visible and tangible. You can use various strategies and tactics to implement your culture, such as training, coaching, mentoring, feedback, incentives, or recognition. You should make sure that your strategies and tactics are aligned with your culture and that they support and reinforce the desired behaviors and outcomes. You should also monitor and evaluate your progress and make adjustments as needed.

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6 How to sustain your desired culture

Changing your culture is not a one-time event; it is an ongoing process that requires commitment and perseverance. You need to sustain your culture and keep it alive and relevant. You can use various methods to sustain your culture, such as celebrating successes, sharing best practices, soliciting feedback, or fostering innovation. You should also be aware of the potential challenges and barriers that can hinder your culture change, such as resistance, complacency, or inconsistency, and address them promptly and effectively.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can employees drive a culture change to improve customer satisfaction in small business?

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7

1 Why culture matters

2 How to assess your current culture

3 How to define your desired culture

4 How to communicate your desired culture

5 How to implement your desired culture

6 How to sustain your desired culture

7 Here’s what else to consider

Culture Change

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How can employees drive a culture change to improve customer satisfaction in small business?

1

2

3

4

5

6

7

1 Why culture matters

2 How to assess your current culture

3 How to define your desired culture

4 How to communicate your desired culture

5 How to implement your desired culture

6 How to sustain your desired culture

7 Here’s what else to consider

Culture Change

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