Culture creates hero moments on an individual level, where an employee strives to deliver the best customer service possible. That employee feels empowered to do what it takes to makes customers happy and takes pride in the company he or she works for. You see it in the way the employee greets customers, solves problems, and goes the extra mile when the situation demands it. Culture also creates hero moments on a team level, where a department works together to serve its customers at a consistently high level. Team members share a passion for service that’s absolutely contagious. You see it in
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