The Power of Great Service Culture
Service Culture is the unique way that your people deliver for your customers. This is both a hallmark of your brand and a manifestation of your culture. It’s the way your customers experience your brand. It sits in lockstep with your brand positioning, and drives customer satisfaction, employee recruitment and retention, and ultimately your bottom line.

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).
Getting Service Culture right
Service culture isn’t a branding exercise; it’s culture change – which isn’t easy. As an award-winning behaviour-change consultancy, our six key principles for driving service culture change are below:

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
Modelling Theory and Social Norming: If you role-model the change you want to create from day one, people change their behaviour based upon observing others and wanting to be part of the majority.
The IKEA Effect: If you’ve had a hand in creating something, you’re more likely to take ownership of it. Co-creating culture with your people means they’ll be your biggest champion.
Gamification: The “act of changing human behaviour by making activities more enjoyable” – simple, but hugely effective and woefully underused in change management.
The Impact
of Culture Builders feel energised and excited about the journey to develop the service culture.
of Culture Builders felt like their views on the direction needed for the service culture were taken seriously and listened to.
of Culture Builders felt personally accountable for contributing to Novotel’s service culture.