service transformation journey

Heartware: Culture, Values & Behaviours

Can you recall the last time you experienced a good product but bad service experience?

Leading organizations recognize that even with great products; great customer experience is important in strengthening relationships with customers. While getting the organization to deliver consistent service is not easy, sustaining a service culture is even harder.

This is where Capelle’s expertise comes into play. Having helped many organizations improve their service performance, we know what it means to create a service culture that is unique and sustainable.

We will partner with you to define and clarify the service values based on the desired service culture. We will then translate these values into service behaviors, and define practices to reinforce these behaviors.


4Ds service culture


Capelle has successfully partnered with a range of organizations to develop Service Values and Behaviors. These have been critical to helping organizations develop their competitive advantage and keeping them at the forefront in their respective industries.

A key principle that we believe in is that the values and behaviors must take into account the Voice of the Customer; it has to reflect the strategic goals and needs of the organization’s customer. A critical intervention is most of our solutions is hence to conduct interviews with selected clients, and share key insights distilled with the management team during the Values Development workshop.


Success Story: “All about Values Translation”

After developing the Client’s organizational values, how does the Client ensure that a simple value like “Team Spirit” would mean the same for every employee? During one of our internal discussions, we realized that values could be perceived differently by different individuals. To the management team, the question could be “how do we ensure that every employee behaves in singularity according to the Service Values set forth by the organization?” The answer is not always easy. 

In one case, we worked with the Client to co-create a Red Code book that describes behaviors that are acceptable within the organization, but frowned upon by outsiders. This clarifies the level of service culture desired from the employees. In other cases, we helped our clients to develop mascots that would convey the organization’s objectives. Why is it important to deliver a message that sticks? Because unless the change in behaviors are felt by customers and its positive effects are witnessed by coworkers, the re-design of values and behaviors would be just another redundant exercise.

Have a chat with us today to find out how we operationalize organizational values for our clients.