Does culture affect customer satisfaction?
Customers are becoming smarter every day they know the difference between the promises that the companies make and what they actually get in terms of customer service. Most companies promote the fact that they value their customers, but everywhere you go there is definitely a customer who has had lousy customer service for some reason or another. Companies do not want to underserve their customers but unknown to them they usually promote cultures that make bad customer service a rule rather than an exception.
On the other hand, when a company knows the effect, their culture has on the customer satisfaction make a conscious effort to keep their customers happy. They develop a work culture that will have a positive impact on their customer service.
How much does culture affect customer satisfaction?
Take a look at examples of your own like to learn this. How do you feel when you walk into a room where there is visible tension, on the other hand, think of a time when you walked into a place that had an amiable air about it, where people are talking to each other, where there are laughter and smiles. How do you feel in these two rooms and where would you rather be.
Now think about it in terms of your customers, they are immediately aware of a place where there is a lot of differences in opinions, or where there is a lot of tension in the air. They would prefer to go to a place where the environment is more open and friendly.
Here are a few ways in which your company culture affects the level of customer satisfaction you are able to achieve.
Happy culture equals happy customers
It is simple logic. The more comfortable your employees are working for you, the better they will perform. This will result in them continually striving to provide excellent service to your customers. On the contrary, a company that is only profit driven and treats their employees as just a list on a balance sheet will treat their customers like just a number to increase profits.
An aspect that is measured usually gets done
How often do you evaluate the amount of customer satisfaction that your employees are able to garner? When the employees are judged on the levels of customer satisfaction they are able to provide they will be more likely to provide better service. They will take the initiative to find better ways to serve the customer and ensure that they leave the interaction satisfied. One of the surest ways to guarantee customer satisfaction is to measure it as an aspect of on-job success.
A company with a hyper-competitive culture will rarely put their customers first
While friendly competition is good, your customer will be able to pick up on any hostility or infighting that may be going on inside the company. At the same time in a company that has a culture which includes a lot of competition between co-workers, team work goes right out of the window. At times like that, the company’s ability to provide excellent customer service is undermined.
An empowered employee will take charge and solve a problem
A company that builds a culture where the employee is allowed to and more importantly trusted to make decisions can benefit from the fact that these employees will take charge of a problem that comes their way and work towards solving it. Alongside when the company acknowledges this behavior and rewards if they create a positive cycle for excellent customer service.
Employees that are insecure about their job will work towards protecting themselves first
A good culture is one in which the customer is always put first. However, when an employee does not have job security, they will prioritize saving their jobs over solving a problem that the customer may have. This is especially common in companies where the work culture creates fear or is misleading. While a company needs to set a few ground rules, they also have to trust their employees and allow them to do the right thing.
One thread that is commonly seen among all of these points is that an employee will act in a way that the company recognizes and rewards. It is thus essential for companies to take into account why employees work the way they do and what incentives they have to do so.
A company leader is responsible for creating a collaborative, customer-focused culture that makes the customer a priority. By taking a look at a few different scenarios and thinking about how the employees interact with customers. At the same time when the employees are given the tools, they need to provide exceptional service to their customers they are more likely to go out of their way to solve the problems that they are presented with.
Emphasising on a culture that values the effort employees take to satisfy their customers be it themselves or as a team can go a long way in improving customer satisfaction. With the right tools, philosophy, and mindset your company will soon be able to truly live up to the brand promise.