Culture is everything.
Few factors contribute more to business success than culture.
Culture includes the values, beliefs, behaviors, artifacts, and reward systems that influence people’s behavior on a day-to-day basis.
It is driven by top leadership and becomes deeply embedded in the company through a myriad of processes, reward systems, and behaviors.
The question is: are you defining your culture?
Or is your culture defining you? Think about that. We do.
Organizations don’t change. It’s the leadership and the people in the culture who have a vision, a strategy, and a tactical plan that change the culture. When a company’s culture is clearly aligned with business strategy, it attracts people who feel comfortable in it, which in turn should produce a high level of engagement. Conversely, programs to improve engagement often reveal cultural issues, forcing the company and its leadership to question and change its values, incentives, programs, and structure.
To be successful, a strategic culture must be both intentional and integrated. We help you design a culture that is aligned with your mission, vision, and values. Then we help you determine the competencies and behaviors you need from both leaders and employees to live your vision and mission consistently, every day.
Everyone is a provider of service.
Exceptional customer service is the leading indicator of customer loyalty. Exceptional service, regardless of the size of your company, really comes down to one specific element: intentional design. We assist you with a three-phased approach to service strategy design AND embedding that design into your organizational culture.
We will partner with you to help shift your thinking around service and create a strategy for service design and implementation. This overall strategy will allow us to define service for your organization, integrate with your framework, and create a macro-level approach to shift your culture to one that consistently delivers with a customer-centric focus.
To perform well, employees need to know what is expected of them. After designing a service strategy, we will work closely with a cross section of employees and leaders to embed the service framework into the behaviors of employees and leaders throughout your company.
By providing tools and development for employees and leaders, these service behaviors will become instinctive and support your overall culture by design.
In this final phase, we take service deeper. We help you provide continual learning opportunities for every employee so that service is always at the front of every customer experience. Service becomes empathetic, timely, solutions-driven and often unexpected with an element of surprise and delight. It’s in the small details, consistently executed, where trust as a consumer is nurtured, reinforcing your culture and your brand.
To change the culture, you have to change behavior.
Tactical approaches to service improvement will often fail, because the culture has not clearly defined how it expects people to behave and has not instilled those behaviors into the environment. But we understand that at the heart of any change is a shift in attitude and behavior.
We accomplish this is through targeted and highly effective learning experiences that teach and reinforce desired behaviors.
Castle Consulting Partners can customize our content and learning experiences to meet the needs of your organization, time, and resources. We have a vault of exceptional content ready to inspire
and transform you.
Castle Consulting Partners boasts the best and the brightest people you can find in the industry. Our team of highly qualified facilitators go beyond the “show” and truly help participants dig deep into behavioral change. The role of a good facilitator is to agitate the thinking of a group of participants and bring them from the known to the unknown through personal discovery. The energy is always high, and the results are impactful.
Innovative ways to teach and inspire that we design for you.
Ongoing learning is vital to the consistent reinforcement of your culture. Learning also helps you stay relevant and competitive in an evolving environment. We ensure that your learning investments will be active, dynamic, and valuable. We utilize classic methods of learning, as well as explore and develop new innovative concepts.
We design learning with methodology that best meets your needs, including:
We can customize any development experience for you and help you create your own blueprint for learning. Our team of highly qualified and seasoned instructional designers combine classic thinking from our Disney heritage with your current environment and challenges.
Simply put, we design content that meets your needs, exceeds your expectations, and aligns with your cultural outcomes.