When the leaders of a major retail pharmacy chain set out to enhance customer satisfaction, market research told them that the number one determinant would be friendly and courteous service. This meant changing the organizational culture in hundreds of locations—creating an open, welcoming atmosphere where regular customers and employees knew one another’s names, and any question was quickly and cheerfully answered.
If you’re trying to instill this kind of organizational change in your company, then you face not just a logistical shift, but a cultural challenge as well.
Image: Illustration by Lars Leetaru - http://www.strategy-business.com/
