Thursday, April 5, 2012

Organization Cultures - Is yours Customer Centric?

In one of my earlier posts, I discussed that employee satisfaction is directly proportional to customer satisfaction. Recently, while reading about customer loyalty and how each organization considers "loyalty" differently, I started thinking about organization cultures and how employees are a big part of it.

Like each culture has its own set of beliefs and traditions and thus its own way to define faith, similarly we will find that organizations, over time, develop their own culture. This culture does not always come from the top down, it sometimes flows the other way. Whichever direction the beliefs are passed, the culture has an impact on how the customer sees the organization.