This includes ensuring employees understand

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The vital role they play in the organization's overall strategy and empowering them. By giving them the opportunity to make their own decisions, executives who empower their staff give them the freedom to create better, more memorable customer experiences. Investing in employee engagement is a seemingly simple strategy, but many other companies don't recognize its importance. Hargett noted that employees are often commodities, and many companies think that if one employee doesn't work out, they will easily find another. However, it is this flawed thinking that creates unnecessary costs related to high employee turnover, recruiting, and additional training. A “beautiful culture” impacts everyone, according to Ritz-Carlton To drive engagement and retain employees, companies must create a “beautiful culture,” where people feel valued, trusted and engaged, Hock said.

However, creating and maintaining such a culture requires strategic implementation and genuine buy-in from leadership. If leadership isn't dedicated to making changes, no one will be, Hargett added. Companies can track cultural change by measuring, through Netherlands Mobile Number List a scoring method, how engaged employees and customers are, and the subsequent impacts on brand loyalty and revenue. While the investment may be time-consuming, the results are impactful. One Leadership Center client , a luxury automotive brand, altered its organizational values ​​and culture for months, even going so far as to paint its values ​​on its service bay doors. The client saw a dramatic increase in employee and customer engagement scores.



You may be interested in:  How to improve CX by combining online and offline strategies Hargett, who has advised hundreds of companies on culture transformation, is always energized by the process. For him, the most exciting part of his job is seeing how cultural innovation affects people. “The most rewarding thing for me is when I see customer-oriented employees begin to embrace the culture of customer experience excellence . “These are people who previously might have felt uninvolved in their company's larger business strategy and believed they couldn't personally make a difference,” he said. “Once they are engaged, they see how impactful their role can be, and that they truly are a vital part of growing your organization, generating revenue and maintaining your unique culture.