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Globe Lead-in 2018: Culture Shock – Sparking A Revolution

Anderson Group BPO Inc. attended the Globe Lead-in 2018: Culture Shock – Sparking a Revolution to know more about How great company cultures can help transform organizations, create more value to customers, and contribute to a satisfying work environment for more fulfilling lives.

Peter Maquera, the Senior Vice President for Globe Business led the opening remarks. He welcomed all the guests for coming to their annual event. Thanking everyone present, he briefly explained what to expect for the next three hours. They had invited three management experts to share their industry knowledge.

Anderson Group BPO, Inc. was represented by Ryan Dela Cruz, General Operations Manager; Raphael Ting, HR Manager; Karl Hortinela, Recruitment Manager; and Paulo Salud, Business Development Manager. Raph Ting gives an overview of what happened in the event while Paulo Salud shares his experiences.

AGBI at Globe Lead-in 2018: Culture Shock - Sparking a Revolution

Globe Lead-in 2018: Culture Shock – Sparking a Revolution Photo from Ryan Carl Dela Cruz

An Overview of Globe Lead-in 2018: Culture Shock – Sparking A Revolution by Raph Ting

The theme of the Globe Lead-In this year was Culture Shock: Sparking a Revolution. It aimed, in part, to harness the organization culture by steering its workforce to go beyond business goals; to instill the importance of understanding, evolving, and sustaining a company culture rooted in agility and innovation.

It argued that culture is very important as it becomes a unique identifier for successful businesses today. A strong culture that employees agree to uphold and care intensely about can motivate them to achieve their specific performance goals and contribute to the company’s overall vision well.  As such, the vision of the management should be cascaded to its employees so they can work together to achieve it.

Ron Kaufman, Lead-In Keynote speaker talked about uplifting customer service and building service culture. Customer Service is an integral and important part of any business because they will be at your front lines in dealing with our customers/clients.

Ken Lingan, Country Head of Google Philippines, and Rex Mendoza, President and CEO of Rampver Financials, also shared experiences and best practices on how culture revolutionized their own companies– focusing on innovation and brand building, respectively. A company should be flexible and adaptable to follow the changing tide of the future like constant innovation.

The event urged enterprises to seize the opportunity to create a bigger impact, and contribute to the development of the country by constantly evolving in their respective industries. It also pushed companies to be responsive and adaptive in the challenging, fast, and unpredictable circumstances that they face today.

Paulo Salud on Globe Lead-in 2018: Culture Shock – Sparking A Revolution

The second I heard about the Globe Lead-in event for 2018, I cleared out my schedule and instantly confirmed. Last year’s event was extremely informative and inspirational hence my eagerness to rejoin it. I can vividly remember Doug Lipp, the former head of Disney University’s Training Team deliver the keynote address. He talked about taking risks and made this memorable statement: “Dreamers are those who are able to think new ideas and they are never satisfied. Doers, on the other hand, are the people who help dreamers bring to life these ideas and challenge them with (these) ideas.” I will also always remember the three main principles highlighted at the event: Hire right, train right and treat right.

This year,

Globe Lead-in or Leadership Innovation is picking up where they left off as they talked about great company culture and treating employees right. The line up of speakers were exemplary including the Ken Lingan, Country Manager of Google Philippines who discussed the Culture of Innovation; Rex Mendoza, President and CEO of Rampver speaking on How Strong Company Culture Builds Strong Brands; and my personal favorite Ron Kaufman, who shared his knowledge about service excellence and Capturing the Power of a Superior Service Culture: Creating a Sustainable Competitive Advantage.

Working for a service company, I strongly feel that those were extremely relevant and helpful topics that all employees from top to bottom should put to their minds and hearts. As the markets and technologies become more advanced and sophisticated, the needs of our partners, clients and customer are also evolving. The everyday leaders must break out from traditions and use everything at their disposal to set their company apart. It’s no longer just about the financial numbers, it’s all about culture, people and innovations.

A lineup of the speakers from the official Globe Lead-In 2018 web page.

A lineup of the speakers from the official Globe Lead-In 2018 web page.

“Great Culture Translate into the Financial World!”

The exact phrase was asked to be repeatedly yelled out in a chorus as if to remind all leaders in the venue about the old saying on “how you treat your employees translate to how they will fulfill their jobs and treat the end clients.” If clients are happy and satisfied, they will promote the business which leads to more revenue. Having an excellent work environment and a positive outlook helps employees work better.

Innovate or Risk Being Obsolete

There is no other option for everyone but to innovate or risk of being obsolete. The world is moving faster. What may seem to be the right thing to do today may look different tomorrow. Undeniably, the game has leveled up for most industries. Companies across the board have evolved and technology has taken a huge role in their world. Beyond using technology to improve products or services, it is also being used to make connections, relationships, and create a culture within the company. True industry winners emerge when leaders infuse a people-centric approach within the workplace through a great company culture.

Company Culture Determine your Company Brand

Collaborative, Adaptable, Passionate, Evolving and Trustworthy. These are the core values of Anderson Group BPO. Every time we walk in the office, we see a big poster on our wall to remind us of who we are. But, do we really know who we are?

As a company, it’s more often that these missions, visions, and core values are committed to memory but we miss the most important part. We need to truly live and breath it.

One of the speakers said, your branding is not what is written on the wall, on your ads or on your website, it’s the culture within the company. Having the right culture is very important not just for the clients, but for the employees as well. It helps, not only to bring in new business but to attract employees to work for the company and help sustain the business. In recent years, more and more companies have adapted to a flat organizational structure in order to fully immerse themselves in the workforce and understanding of the business and culture of the company.

Service Excellence Is Taking The Next Step: Create More Value For Someone Else

The coffee sold at Starbucks cost a lot more than the coffee you buy from almost any other regular coffee shop but why do people keep coming back to them and actually prefer spending more money for their cups? Well, yes, maybe it’s just because people who buy from Starbucks can afford it but the real simple answer is the great experience.

Ron Kaufman, the final keynote speaker, discussed the six levels of service ranging from criminal to unbelievable.

Ron Kaufman at Globe Lead-in 2018: Culture Shock - Sparking a Revolution

Ron Kaufman at Globe Lead-in 2018: Culture Shock – Sparking a Revolution Photo from Ryan Carl Dela Cruz

The Six Levels of Service by Ron Kaufman:

1. Criminal – beyond acceptable and unable to provide the exact service that was promised.

Riding a taxi that does not get you to your destination.

2. Basic – does what is promised at the most minimal effort

A dirty taxi with a bad driver who gets you to your destination.

3. Expected – a sufficiently satisfying service that can still be elevated

A clean taxi with a professional driver that gives you the exact change once you arrive at your destination.

4. Desired – a service that understands that everyone likes to get to be treated nicely and anticipates it (while you might think that this could not get any better, you are wrong).

Aside from doing what’s expected, the taxi driver asks how you are doing and smiles at you.

5. Surprising – the host does something way beyond their job description to give the customer the best service experience; any act that delightfully surprises a consumer and ensures they remember the remarkable service. (This is almost impossible to top but what could be better than a surprising service?)

In addition to what’s expected and desired, the driver also offers drinks, food and maybe even a free WiFi connection.

6. Unbelievable – achieved by leveraging technology and building excellence culture, the service provider automatically knows the customer and what they need.

The taxi driver remembers who you are, greets you, talks to you, knows your favorite music, knows your destination, the right temperature of the air conditioning and shows genuine care.

Having a good company culture is no longer just an option but an imperative.

What will happen to the good employees if you have a bad culture?

They go away, eventually. While different people have different motivations and goals on why they stay in a company, one thing is for sure: having a great culture affects how they see their work and how they perform. With so many companies to choose from and with the ever-changing labor demands, having a good company culture should be one of the top priorities of any company who wants to grow and survive. Leaders need to listen, respond, and address issues while setting an example. Be the role model of the culture you want to implement within the company. Aim to challenge the culture that exists. Find ways to evolve it into the expanding landscape and sustain it towards the future.

AGBI at Globe Lead-in 2018: Culture Shock - Sparking a Revolution

Globe Lead-in 2018: Culture Shock – Sparking a Revolution Photo from Ryan Carl Dela Cruz

Globe Lead-in 2018: Culture Shock – Sparking A Revolution: Summary

Karl Hortinela summed up the three-hour seminar into these four digestible points, in two parts:

Part I – Change Ideology:

  1. Continuously improve the company culture. Seek more opportunities to grow, create a bigger impact on the business, and build stronger relationships with the employees.
  2. Customer experience is very Important. How a company treats its customers is how it is remembered as a brand, thus affecting the growth of the business. Companies should always aim to exceed consumer expectations through customer service, product/service quality, and showing empathy.

Part II – Change Movement:

  1. Identify current processes. Think of ways to improve workflows, implement those improvements, and teach your employees to do the same
  2. Spark a revolution. Try new strategies and be ready to go with the flow of the ever-growing age of technology. The digital platform is evolving the way things are done, from how employees are treated to finding new ways for the business to grow.

How others have applied this:

  • Google focused on AI (Artificial Intelligence) to provide better service to their customers and users with Google Maps, Google Suite, and other Apps.
  • Starbucks provides excellent customer service through their staff creating a personal connection to their regular customers, remembering their name, their conversations, and their usual orders.
AGBI at Globe Lead-in 2018: Culture Shock - Sparking a Revolution Photo from Ryan Carl Dela Cruz

AGBI at Globe Lead-in 2018: Culture Shock – Sparking a Revolution Photo from Ryan Carl Dela Cruz

Going back to Paulo Salud:

At the end of the talks, I realized that even managers and leaders need to be reminded of their goals and their real purpose. While we produce numbers for our companies, it is more important that we create great relationships with our colleagues, influence people to do good, and help them achieve their goals. I transformed my mindset towards caring about the well being of others. My contribution to a satisfying work environment is set to be much more fulfilling.

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