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

Authenticity in Action – Your 10-Point Checklist on How to Build and Rebuild Organisational Trust

Can your business be trusted?

In the age of financial scandals, data breach and fake news, the word “trust” appears to have lost its meaning with corporations – the bigger you are, the less trustworthy.

Academics define trust in business as the commitment to be responsible for the actions of others. Every transaction we make relies on businesses having the very best of intentions. In short, we allow ourselves to be vulnerable to businesses because we believe they have our backs.


Understanding Trust from the End-Customer’s POV

The only way for businesses to build trust is to put customer interest above all else. How are you creating value for your customer? Is it through products and services that enhance their lives or put them in harm’s way?

Customer trust is tied to your own employee’s experience with the firm – they are now more inclined to check if you treat your employees well.

Customers also want to know — are you a legally, ethically and socially responsible business? They differentiate those who are responsible and compliant and those who are not.


What firms can do to build and rebuild trust —
A 10-Point Checklist

Breaking trust is simply bad business. Betrayals have been found to have significant financial consequences according to the 2018 study from the Economist. On the flipside, creating trust boosts overall performance.


Luckily, we’ve put together this 10-Point Trust Checklist you can use right now to assess your firm’s trustworthiness and start to build a trusted, beloved and profitable brand.


1. Commitment

Are you consistently fulfilling your promise to customers?


2. Value

Are you providing products and services that enhance the lives of customers and employees?


3. Safety and Compliance

Are you compliant with consumer protection laws, industry standards and regulations?


4. Transparency

Are you acting responsibly by disclosing customer risk?


5. Motive

Are you doing what’s good for customers and not just for your organisation?


6. Competence

Are you doing what you claim to be doing, and can you do it well?


7. Social Impact

Are you acting responsibly to protect public health, the environment, and the local community?


8. Economic Impact

Are you contributing to economic development by creating great opportunities for employment?


9. Ethics

How have you obtained your market position? Was it through fair practice?


10. Legitimacy

Are you operating in compliance with local and federal laws?


Assess your firm’s trustworthiness and start to build a trusted, beloved and profitable brand with this 10-Point Checklist

Creating trust is never easy – but there are steps you can take right now to win the loyalty of your customers. Learn how you can build organisational trust and enhanced reputation from some of the top CEOs and MDs of Australia’s most trusted companies. Sign up for our Authentic Leadership Summit 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.