Corporate culture is a set of values, attitudes, beliefs, and policies that guide an organization. This culture affects every aspect of the business on Shopify, from employees, to relationships with other businesses, and relationships with customers.
Uncertainty in corporate culture can negatively affect customer service and business credibility. In contrast, positive corporate culture can improve your relationships with existing customers and can even help you attract new customers.
We believe that if you build a corporate culture properly, almost everything such as providing excellent customer service or building a sustainable brand will occur naturally.
How does corporate culture influence the customer experience?
Happy employees will make customers happy
Businesses who can maintain the fun and happiness of their employees at work will always provide good service. A business focused only on profit targets will look at employees as if the line on the accounting balance sheet and customers are simply numbers.
Businesses who appreciate the value of their employees will create a team that respects the value of their customers. Things that make people happy are 4 core elements:
- Self control – People do not want to feel like they have lost control
- Development – People need to feel they are progressing and developing
- Connectivity – Strong social relationships
- Vision / Meaning – As part of something bigger than yourself
Employees who do not feel certain about their job will protect themselves first
If employees are always anxious about their work or working in an inappropriate cultural environment, they will prioritize protection of their jobs and positions rather than solving customer problems.
It is important to establish the core rules of trusting employees and giving them motivation to do the right thing. Make sure you give the staff all the things they need (such as email marketing) to work effectively together and solve the problem.
A highly competitive corporate culture makes it hard for employees to place customers in the first place
When a corporate culture is shaped by internal competition and fierce competition among its employees, there is no teamwork spirit, so the ability for that business to provide a great customer experience is very low.
Competition is necessary, but if the level of competition is too high, the priority of each employee is how to win co-workers rather than customers.
Everything needs to be measured
If customer satisfaction becomes part of the performance appraisal, employees of the business will always try to provide the best customer service like using Facebook Live Chat Help to interact with customers in the fastest time.They will always try to find new ways to satisfy customers in each interaction as well as solve problems of guests on the expected level.
Make customer satisfaction to become a measure of success is the surest way to ensure an optimal customer service.
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