In the previous blog when I talked about culture clash, I talked to you about the story of the merge when the leadership team was not listening to the employees and customers.

And through the merger, we lost many employees and customers.

When we think about Culture Collision, it impacts customer loyalty and customer experience. 

I can remember when this leadership team through the merger failed to seek input guidance or advice from the customers as they were introducing new products and changing existing products. 

Then, the customers felt like outsiders, and they felt like they were brought in for the right reasons for the company. 

They rejected the idea of moving from one type of product to another type of product. I think it is because they did not have any communication or say in what the change would look like. 

As if they were expected to adapt to that change. 

A great example of collision is where the organization and its leaders take multiple steps for the company to move forward without getting any input from or a survey of what the customers need and want from them. 

The customers are rejected, and they collide with the wants and the intent of the leadership team. 

To that extent, the customers begin to move away, or they reduce how much they spend or are still around, but they are not interested and do not have full knowledge of the types of changes that are taking place.

Either way, they do not feel like they are being part of the company culture, the changes they are making, and their process. That is not good.

Now, let us talk a little bit more about what culture collision is, how we can stop it in our companies, and how to better adhere to what the customers need for us to keep their loyalty.  

Cultural Collision occurs when there’s a significant disconnect between leadership and customers, resulting in declining sales, lost profits, and negative impacts on local communities.

Here are the three areas to lower the likelihood of Culture Collisions occurring:

Be Receptive to their Needs

In the competitive world of business, understanding and meeting the needs of customers is paramount to success. But when companies fail to align with their customers’ values and expectations, it can lead to a devastating phenomenon known as “Culture Collision.” That is why, for the company to be successful, there needs to be a high perceptive rate and intuitive rate to understand and sense the customer’s needs. By doing that, the company will be successful, and the customers will know that they are being taken care of and will want to stay for as long as they can.

Have empathy for Them

In Caring Leadership®, we recognize the urgency of rectifying Culture Collision by fostering a culture of empathy, understanding, and customer-centricity. As a result of this, we need to make sure our inner empath is reflecting onto the customers so that they know we feel their struggle, their stress, their anxiety, their sorrow, their excitement, their joy, and their contentment. So, by doing that and trying our best to be as in tune with the customers as possible, they feel valued, seen, and truly taken care of in the right ways.

Be inclusive to every Voice

To come up with higher rates of customer loyalty, there needs to be a mutual understanding of making space for all voices, various cultural experiences, and perspectives to be able to feel heard and voice their own opinions. Once the customers have a feeling of being included in the changes and ways of the company and allow them to give their feedback, then there will be better customer relationship outcomes.

Together, let’s bridge the gap between leadership and customers, creating a harmonious relationship built on mutual respect and shared values.

Let’s overcome Culture Collision and pave the way for a brighter future for all.