Is Your Employee Experience Aligned with Your Customer Experience?

How an Authentic Organisational Culture Drives Customer Service Excellence


When you already have a healthy workplace culture, coupled with positive customer experience, then business should be awesome, right?  

Building a brand, however, is another story.  

For your business to reach its full potential, that of a trusted and well-loved brand, your company culture should consistently align with the promise of a grand experience for your customers. 

The Ritz Carlton, for example, is unquestionably the worldwide gold standard for customer service excellence. This success is inspired by their business’ philosophy to regard employees with the same importance and respect as the customers they serve.  

“We are Ladies and Gentlemen serving Ladies and Gentlemen” — is the guiding mantra at The Ritz. What this looks like in actual practise is the company’s relentless focus on employee engagement to bring about the highest level of customer experience. 

This example of brand authenticity at The Ritz Carlton, where workplace culture and customer experience are correctly aligned, applies across all industries. Here is how you can shape an outstanding organisational culture, forge a strong bond with customers and elevate your brand.  


1. Identify the behaviours that need to change 

What most leaders get wrong is a fixed mindset around culture. It can and should move along with the shifting needs of the business. Culture is essentially a set of positive behaviours which can be reconfigured. For example, encouraging tighter camaraderie among multi-functional teams, where there was none before, to improve service delivery.  


2. Encourage everyone to be brand ambassadors 

First, instil confidence in your team by consistently appreciating them for their contribution to the overall business success. All this goodwill you’ve created with your employees will inspire them to make each encounter with your customer memorable and meaningful. 


3. Focus on employee engagement 

The Ritz Carlton’s success is primarily attributed to its investment in employee engagement and retention. Often, companies commoditise employees — if it doesn’t work out, they can easily be replaced. What they don’t see are the mounting costs of turnover, recruitment and training over time. On the other hand, investing in employee engagement energises organisational culture, which in turn drives performance and revenue. 


4. Reinforce culture with learning and development 

Design a training and development plan to address skill gaps and promote behaviours that support your organisation’s culture. Having a structured learning and development plan sends the message to employees that you are invested in their overall success.  


Learn how you can create a culture of high-performance and authenticity in your organisation from leaders who have done it already! Sign up for the Authentic Leadership Summit 2020 and meet Australia’s top CEOs and MDs to help you develop your leadership through authenticity, openness, and trust. 

Authentic Leadership Summit 17-20 March 2020

What is gravitas and why do you need it in your life?


According to the Cambridge University, the definition of gravitas is seriousness and importance of manner, causing feelings of respect and trust in others.


So why is it so important in business today?


I believe as a leader, you need gravitas to make an impact and actually be heard. As a woman in this technology driven business world, today it’s not just the suits in the room we’re up against, but a combination of information overload and a time poor society. Whoever shouts louder or “fakes it till they make it” seem to win out.


Don’t get me wrong – I’m not saying we should fake our experience to win a battle or a seat on the board, for me it’s about having the quiet confidence to take you beyond your qualifications and expertise. By creating your own inner gravitas, it will take you further in the boardroom, attract a tribe to follow your lead and help form future leaders.


Think of gravitas as a mindset that gets you out of your comfort zone, but also out from behind that “invisible coat” we all like to hide under from time to time.


To change your mindset and move to the next stage of your career, I recommend you:

  1. Create your own personalised gravitas plan
  2. Undertake a speaking/presenting course to learn to project your authority
  3. Always act with integrity and know your boundaries
  4. Expand your circle of influence by supporting others to do the same
  5. Look the part – presentation is important no matter who the audience is!


“My number one thing to remember when you need to bring your gravitas to the table is that it’s not about being arrogant to get what you want. Use it to influence with intelligence and grace.”


If you need help with creating your personalised gravitas plan, join us for our ‘What Women Need to Know to Build their Gravitas’ workshop with Amanda MacLean from The Gravitas Project at the Women In Leadership Summit. The one-day workshop will be held on Tuesday, 24th September 2019 at Sydney’s Seymour Centre. Tickets available here.