From Nordstrom To Zappos: The 10 Elements Shared By All Great Customer Service Cultures Excerpt:
In the time I’ve spent working with or studying those companies with truly outstanding customer service cultures (such as Nordstrom, USAA, Southwest Airlines, The Container Store, Zappos, L.L. Bean, Mayo Clinic, MOD Pizza, and Bob’s Red Mill) and their equally excellent but lesser-known business-to-business (B2B) counterparts, I find each company’s culture to be, on the surface, quite distinct.
For example, an employee who spends her early career in the straitlaced but excellent Member Support environment of USAA in San Antonio and then moves to Vegas to join the wild-and-woolly world of the Customer Loyalty Team at Zappos is definitely going to need an adjustment period before she feels at home. Yet, just below the surface distinctions, these cultures have a lot in common. I’ve distilled a list of ten characteristics that I believe to be shared by all great customer service cultures (expanding on an earlier list published here some years ago).
I recommend reviewing this list and considering how your own company culture stacks up. Then, wherever you find yourself lacking, get ready to roll up your sleeves.