How much does office culture affect customer satisfaction?

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How much does office culture affect customer satisfaction?

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Culture. A popular buzz word across corporate America; but what does it mean and why is it so important? Hofstede, Namenwirth and Weber defined culture as “A system of values and norms that are shared among a group of people and that when taken together constitute a design for living.” Based on their definition, in order to be successful, you need to start with the core foundation of the enterprise – the office culture.

Take a minute and think back to a time (whether at work or in your personal life) when you walked into a room and could immediately feel the tension in the air. Now think of a different scenario when you walked into a room of people who were smiling, interacting with one another, possibly even laughing. Which room would you rather be in? Not a difficult decision, is it? In the same way that nobody had to physically tell you there was a difference of opinion in the room full of tension, nobody has to openly express it to the customers either. They can just sense it, the same way that you did when you stepped into that room. If you were a customer, why would you want to call somewhere that gave you the feeling of ‘tension in the air’ whenever you called; especially if there was an option to do business elsewhere and avoid that? This is the precise reason that office culture is getting so much attention.

CTA-frost-and-sullivan-application-of-the-yearThrough an External Quality Monitoring program utilizing post-call survey methodology, one of our clients was able to quickly identify a culture issue before it got out of control. Over a span of three months, their customer satisfaction scores steadily deteriorated.  The declining scores, coupled with some customer comments and the general noise throughout the office were enough to tell them that the customers had noticed the tension in the room.  Due to some recent changes within the organization, the office culture wasn’t as synergized as it was earlier in the year and the customers were definitely taking notice.  They had worked hard to achieve great customer satisfaction scores and didn’t want to see all of that hard work go to waste. They needed to act fast to right the ship back towards the ‘ISLAND of TEAMWORK’ in order to prevent the deteriorating scores from sinking the ship. By working with everyone in the office to help rediscover the unity and eliminate the barrier that was prohibiting everyone from working as one, they were able to get the ship back on course. The office culture of doing what needs to be done to service the customer was steadily beginning to return.  Almost immediately, the customers began to notice something different in the air. The customer satisfaction scores regained ground and even surpassed the prior high scores; all because they listened to the customer and paid attention to the culture surrounding them.

While you may think that there is no way that the customers could know what is going on in your office, they have made it clear that they not only know something is going on, they don’t want to deal with it. Culture is not only a buzz word; it’s a lifeline to success. Get it right and your business will thrive. If you don’t believe me, just ask your customers.

So you’ve collected customer experience-related data and now you’re not sure how to make it actionable.  Customer Relationship Metrics can help you unlock your company’s true potential and win more and while spending less doing it. Get your Free Assessment.

About Vicki Nihart

Six Sigma certified and more than 15 years experience in contact center operations. Vicki leverages contact center operations subject matter expertise and deep analytic capabilities to support clients and build relationships. Analyzing and interpreting data is a passion she converts into purpose.

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By | 2016-12-05T15:14:57+00:00 July 19th, 2012|External Quality Monitoring, IVR Post-call Surveys|0 Comments