Cracking the Corporate Culture Code Unwritten Ground Rules : Strategies to Create a Culture of Service

Why is customer satisfaction on the decline worldwide? Why are so many so called 'customer centric' strategies failing to make an impact? Why are organizational cultures so intransigent? These are just some of the questions that have lead ground breaking author Steve Simpson to write this book. In compelling style, Steve contends that many organizations have got it wrong in their approaches to service improvement. He argues the case for organizations to centre-in on the key determinant of business performance - their culture. What truly sets this book apart is its introduction of a potent yet simple concept, termed 'UGRs'. You are taken on a journey that demonstrates the power of UGRs to dictate corporate performance, and most importantly you are guided through a range of strategies that will enable you to unleash a service revolution.