In China, businesses still do not quite get the change necessary to bring about high quality customer experiences. Employees’ behavior remains inadequate despite the rising customer expectations. Weak organizational cultures are responsible for this poor understanding of customer care amongst employees.
To overcome employees’ poor service orientation, leaders should define the desired culture along with specifications of how people should behave. While the former will dictate how customers perceive the company’s culture, the latter will drive employees’ behavior.
As an example, visitors to a Disney theme park experience the friendly Disney culture. This means that Disney employees smile, make eye contact, answer questions cheerfully and accurately, offer to help anyone who looks lost, or try to bring laughter to tired or irritable children.
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