Capturing the Power of Culture: Creating a Sustainable Competitive Advantage

SHRM 2015 Annual Conference
This session explores how the world's best organizations win with service and what you must do to succeed.
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In a world where customers and employees have increasing options, companies with a powerful service reputation and strong, positive cultures are attracting and retaining the best talent, achieving market leadership and enjoying sustainable success. Building a service-focused culture today is no longer an option - it's a competitive necessity. This session provides you with the opportunity to step back and answer the question, "Is the service culture that exists in my company today providing me with a strong competitive advantage for tomorrow? If so, what can I do to keep it growing stronger? And if not, what can I do to make it better right now?" Packed with case studies and best practice examples from companies around the world, Kaufman shows you why some organizations succeed beautifully and others fail miserably. Find out what works, what doesn't, what your organization should do, and what you must avoid.