A friendly and courteous staff is in many ways the clinching factor behind high customer satisfaction which in turn leads to greater monetary returns. An entire cultural transformation is then required. Due to scientific breakthrough such as CT Scans and more traditional methods such as experimental psychology, scientists are able to decipher how organizations can truly foster an energizing work culture. First of all, autonomy in decision makings needs to be granted to the front-office personal as they are the ones directly in touch with customers. As they can directly capture business intelligence on the customers, they need to be empowered and now micromanaged. Another tenet is that employees must get a sense of bigger things at play behind their work. They must feel that their work is contributing something much bigger than mere routines. A final method is through rewards and recognition. Little successes need be celebrated and elicits pride among the employees.

Source: https://www.strategy-business.com/article/00271?gko=d819d

Uploaded Date:28 November 2017