Skip to content
Cultural Transformation

The Power of Great Service Culture

Why does it matter?

Attrition, recruitment and absence (CX leaders have 30% more engaged employees).

Customer satisfaction (for 86%, service turns one-time customers into brand champions).

Operational efficiency (Businesses can grow revenues between 4% and 8% above their market when prioritising the service experience).

Hear the voice of the customer

The customer’s voice guides every step; clarity on their needs and the brand’s direction ensures a valuable, aligned service experience.

Have the hard conversations early

Align Marketing, People, and ops with central leadership, vision, and incentives to ensure brand, culture, and operations all pull together.

Build with your people

Build authentic service culture by engaging frontline teams, operations, and roles across demographics to ensure it’s genuinely real and impactful.

Activate from day one

Create powerful, connecting experiences to spark culture change. Engage your people, listen to their stories, and empower them as champions.

Keep it simple

Keep it simple for busy service teams: focus on critical behaviours, ensuring communication, training, and reinforcement are clear and impactful.

Measure to manifest!

Measure what matters. Track core service culture metrics to identify progress, reward success, and address where growth has stalled.

The science of

what we do

The Impact

97%

of Culture Builders feel energised and excited about the journey to develop the service culture.

94%

of Culture Builders felt like their views on the direction needed for the service culture were taken seriously and listened to.

97%

of Culture Builders felt personally accountable for contributing to Novotel’s service culture.

Client Success Stories

We’d love to hear from you. Get in touch today!

For job opportunities please visit our careers page