Company culture is very important in today’s world. Why? Well almost anyone could send a tweet, post something on Facebook or upload a video on YouTube. So if your company makes even a simple mistake, it can go viral in the online world. Every customer interaction becomes that much important.
If your company culture is strong and truly carefully about satisfying the customer, then everyone in the company becomes a customer service representative and takes care of the customer right away. If your company follows a hierarchy in addressing customer issues, then the employees would wait for upper management to give the proper guidance on how to handle the situation. But if you have a strong company culture of taking care of your customers, then no one needs to consult with the hierarchy first to address the customers’ concern. You won’t want a simple mistake to go viral before someone in the company takes control of it.