Employees were constantly reminded of the corporate culture. It was embedded in the recruiting process, new hire training, employee development programs, and employees’ discussions with their managers. Alignment with corporate culture was assessed during the performance evaluation process. Culture was baked into policies, procedures, and job descriptions. Culture was deliberately integrated into every aspect of the job. The company’s service obsession paid off. Its customers were consistently delighted, which led to greater loyalty and a lot of word of mouth advertising. At the same time, its
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