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Dr. Dave Ulrich - Ideas Are My Best Friends
Practical Wisdom for Leaders with Scott J. Allen, Ph.D.
Service Value Shapes Customer Loyalty
Service quality directly relates to the values a company chooses to uphold. It is essential to define what those values are and how they manifest in customer interactions. Customer-defined service is crucial; one must consider if the service experience aligns with desired values. Moreover, a company's culture should not just focus on internal perks or morale-boosting activities but should actively influence customer loyalty and revenue generation. The effectiveness of a culture can ultimately be measured by its ability to increase purchases from targeted customers. If the alignment between culture and customer experience does not result in increased sales, it signals a misalignment that needs to be addressed in leadership strategies.
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