Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Chapter 5

Proclaiming the Promise of Your Culture

To best serve your employees—P1, in the context of the World Class Excellence Model (see figure 4-1)—you must first proclaim the promise of your culture. Just as you attract customers with your promise of better products and/or services, you do likewise with potential employees—whether you are aware of it or not. You keep employees, sustain them, and support their—and your—success, based on how you deliver on these promises.

Typically, before considering employment, a potential employee becomes familiar with an organization from a variety of experiences—including being a customer. When a ...