A Study on the impact of organizations’ value and Belief systems on organizational success

Abstract

As modern-day businesses grow ever more competitive, analyzing the reasons behind how only a limited number of them are successful in terms of profitability and consumer trust is crucial. Based on the book Simply Brilliant, authored by William C. Taylor, we attempt to gauge the level of impact that the imbibed value system, has in contributing to organizational success. As growing competition has increased the churn of pricing and technological offerings, customer loyalty has rapidly declined. To bolster customer retention, competitive companies use expensive tactics like deep discounting, loyalty incentives and so on. Customer satisfaction enhancement could be a cheaper and efficient alternative to such expensive measures. From an organizational perspective, touchpoints are where customer satisfaction metrics are measured. While several companies boast of high customer satisfaction index score at individual touchpoints, with good website experience, customer support, and sales team interactions, a fraction with the best customer experiences focus on the customer journey across touchpoints. This is where the trickling down of organizational values to the grass-root level of distributors, retailers, sales personnel, customer service executives and marketing aides can help differentiate the experience as more than just the sum of touchpoints, as value systems can connect and integrate the touchpoints for seamless and versatile service delivery where sales teams look beyond incentives and assist the customer with having a fulfilling purchase experience.