The secret ingredient to building a great service culture

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TOPdesk

A story about how a company culture can build engaged employees and improve customer experience by Ron van Haasteren

Empresariales

TOPdesk on Tour TOPdesk on Tour
The secret ingredient to
building a great service
culture

TOPdesk on Tour
Say hello to Annabelle
Answers
• Tonight
• 5:30
• 2 adults
• 1 child
• Baby seat please
Confirmation
• Tonight
• 7:30
• 1 person

TOPdesk on Tour
84% of enterprises
believe AI will provide
them with a
competitive advantage

TOPdesk on Tour
People should be at the centre
of technology

TOPdesk on Tour
“Over the next decade literally
every company will compete on
the basis of customer experience”

TOPdesk on Tour
81% higher customer satisfaction score
81% higher customer
satisfaction score

TOPdesk on Tour
57% more effort on the job
57% more effort
on the job

TOPdesk on Tour
20% higher productivity
20% higher productivity

TOPdesk on Tour
21% higher profitability
21% higher profitability

TOPdesk on Tour
“Pleasure in the job puts
perfection in the work”
- Aristoteles -

TOPdesk on Tour TOPdesk on Tour
It’s all about culture
Four small steps

TOPdesk on Tour
Shows in values,
agreements, behavior
What is culture?
Culture

TOPdesk on Tour
The steps to take
• Motivation
• Values
• Mission and vision
• Strengths

TOPdesk on Tour
Motivation
People find work as natural as play

TOPdesk on Tour
Motivation
Foosball Table
Free Lunch
High Salary
Game time
Friday Drinks
Getting Things Done
Meaningful Progress
Flow
Freedom
Responsibility

TOPdesk on Tour
Values
Guide with values over rules

TOPdesk on Tour
Freedom Trust Responsibility
Values

TOPdesk on Tour
Mission and vision
Be transparent on what the
department and organization is
aiming for

TOPdesk on Tour
Strengths
Build on strengths instead of
focusing on improving weaknesses

TOPdesk on Tour
Everybody is a genius. But if you
judge a fish by its ability to climb
a tree, it will live its whole life
believing that it is stupid.
Albert Einstein

TOPdesk on Tour TOPdesk on Tour
Thank You

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1. TOPdesk on Tour TOPdesk on Tour The secret ingredient to building a great service culture

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6. TOPdesk on Tour 84% of enterprises believe AI will provide them with a competitive advantage

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8. TOPdesk on Tour People should be at the centre of technology

9. TOPdesk on Tour “Over the next decade literally every company will compete on the basis of customer experience”

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13. TOPdesk on Tour 81% higher customer satisfaction score 81% higher customer satisfaction score

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22. TOPdesk on Tour TOPdesk on Tour It’s all about culture Four small steps

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The secret ingredient to building a great service culture

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