Is Your Work Culture Affecting Your Reputation?
As the CultureIQ blog has covered time and time again, positive work culture drives employee engagement. However, company culture affects far more than how your employees feel about the company and their work. Work culture also plays a part in how the outside world feels about your company.
Here are some ways in which your internal work culture is affecting your external reputation:
One of the most obvious examples of this subject is in a recruitment context. In order to stay competitive, you need to attract the best talent. As it turns out, the best talent is attracted to the best organizational culture. Nowadays, this information is accessible at one’s fingertips through websites like Glassdoor. It’s also accessible in a less formalized yet equally powerful way– word of mouth from one’s network.
Happy employees create happy customers. According to a Gallup report, companies in the top quartile of employee engagement outperformed those in the bottom quartile by 10% in customer satisfaction. It’s evident that the way employees feel about their job and company can seep into their customer interactions. That’s great news if your company culture produces an engaged and happy customer relations team!
To ensure that your work culture and customer interactions are always in sync, consider formally incorporating customer satisfaction into your culture. For example, Zappos lists “Deliver WOW Through Service” as their first core value.
In today’s landscape, how current and former employees feel about your company culture can make an appearance in all sorts of public forums– Twitter, Facebook, Instagram, Quora, etc. Word spreads faster than ever, and it will influence how the general public feels about your company. This can be a really powerful marketing tool for your company, or it can have the opposite effect.
Think about it: have you ever heard someone say “Oh, I’ve heard that’s a miserable place to work” at the mention of a company’s name? Even if you make a great product or offer a fantastic service, a comment like that can leave a bad taste in one’s mouth.
On the other end of the spectrum, potential customers might hear about your service or be driven to your company simply because of your take on company culture.