Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

Top Priority: Customer Service Culture

Once you hire the right people, you also create a company culture with principles that all employees and staff have to respect. The business culture within a company defines the relationships between employees across all directions and also determines how the company will perceive and behave towards customers. Unfortunately, business culture is a relatively new concept in company management, and very few take it into consideration. Even fewer take the time and resources needed to develop a proper business culture.

Most famous multinational enterprises have a predefined business culture that spreads from the CEO to the low-level employees. Let’s look at some examples concerning business culture in famous multinational companies.

“We strive always to have a beginner’s mind.”

Marc Benioff, CEO at Salesforce.com

Marc Benioff hired people that were humble, never full of themselves. He describes the company’s culture as always open to learning and never thinking they’ve reached the peak of success. Working on processes that don’t have a finish line inspires people to tackle challenges and try without fear. This is what makes the company Salesforce.com one of the most powerful cloud computing companies in the world, delivering services that allow customers to explore their imagination and improve their community. Salesforce.com has a strong community service and pro bono programs, including collaboration with a mobile company working in Sub-Saharan Africa and Latin America to reduce poverty.

We can define the Salesforce.com business culture as focused on community and delivering tools to improve wellbeing. This also means that the employees are well cared for; in a quick search for employee reviews on working at Salesforce.com, we noticed that most employees were impressed with the creative atmosphere and the opportunities to learn. Most of them praised the fact that people went to work with pleasure and enjoyment.

“We have a culture where we are incredibly self-critical;

we don’t get comfortable with our success.”

Mark Parker, CEO at Nike

One of the oldest and most popular sports brands, Nike sparks a company culture similar to that of Salesforce.com. Mark Parker describes his business culture as focused on improvement and creativity. This is what encouraged the Nike Company to grow so much as to become global and known in almost every country.

“There’s no magic formula for great company culture.

The key is just to treat your staff how you would like to be treated.”

Richard Branson, Founder, Virgin Group