The Importance of Company Culture

[Indever Lal]

I am interested in identifying some of the top companies in different industries that have been recognized for an outstanding company culture. If they happen to have a contact center that is involved that is great and if not that is ok as well.

Which companies?
Why are they recognized for having a great company culture?
What industry are they in?

Looking for resources, articles, etc.

Thank you in advance

Indever

[Kathryn Jackson]

I might suggest you look at Fortune's top companies to work for. Culture has to be a big player in that assessment. #23 on the list is Zappos and I can certainly attest to their top notch culture. Also, Zappos 2009 Culture Book is now available. To get your free copy email [e-mail]; for more info on the book go to http://tiny.cc/SRW9q.

[Richard Natoli]

I don't have references on-hand, however the Vanguard Group has an extremely strong culture, and is widely recognized as the leader in service for the financial services industry.

[Ann Mullaly]

I worked for Nike for 18+ years and recently retired 2 years ago. I was the Director of Consumer Affairs and ran the call center for 8 years. The company is known for it's corporate culture. Industry would be Sports and Fitness Company (Footwear, Apparel and Equipment). Nike owned subsidiaries include Hurley, Cole Haan, Nike Golf and Umbro. I would be happy to talk with you or refer you to the team that is still there and running the Consumer Affairs Dept.

Ann Mullaly-LaBara

[Pauline Mills]

One of the first that comes to mind is Nordstrom--

* Apparel and shoe retailer
* Exquisite customer service--
* Owners of the famous 1 rule handbook--

"Welcome to Nordstrom

We're glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.

Nordstrom Rules: Rule #1: Use good judgment in all situations. There will be no additional rules.

Please feel free to ask your department manager, store manager, or division general manager any question at any time."



"Nordstrom’s culture encourages entrepreneurial, motivated men and women to make the extra effort to give customer service that is unequalled in American retailing. “not service like it used to be, but service that never was.”

"Nordstrom employees are instructed to always make a decision that favors the customer before the company. They are never criticized for doing too much for a customer; they are criticized for doing too little"
The Nordstrom Way
http://edhorrell.com/advocates/publish/nordstrom_way.shtml

The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
Robert Spector, Patrick D. McCarthy

[Mathieu Acin-Tallier]

Indever,

Companies that have strived in culture and have capitalised this to deliver exceptional service are:

First Direct (Financial Services, UK): http://www.newsroom.firstdirect.com/press/release/first_direct_is_t...
Virgin (financial, travel, leisure, telco, ISP, etc): http://www.virgin.com/people-and-planet/inside-virgin-people-and-pl...
http://www.hrleader.net.au/articles/0b/0c01a00b.asp

these two have been consistently recognised by perrs, industry, media and more importantly: customers! They have changed the angle to company culture and created an avalanche of success and drive in their people that is hard to emulate with products and marketing gimmicks. If you exeprience them, you'll notice genuine care vs. "we were told to pretend to care" attitude that reigns in most companies' customer service depts today.

hope it helps.
matt

[Terry Follmer]

Both Google and Edward Jones tend to show up in the "best companies to work" for lists. I echo Kathryn's suggestion to check Fortune Magazine. If you want to explore specific cultural characteristics, such as training, customer service, compensation, etc., then try looking at those specific trade journals and professional organizations. (Training Magazine, CenterServe, HR.com, etc.)