Changing Organizational Culture

Organizational values define the acceptable standards which govern the behavior of individuals within the organization (Jones, 2010). Without such values, individuals will pursue behaviors that are in line with their own individual value systems, which may lead to behaviors that the organization does not wish to encourage.
    In a smaller organization such as the Art Depot stores, the behavior of individuals is much more visible than in Creative Colors. In these smaller groups, the need for articulated values is reduced, since unacceptable behaviors can be challenged openly. However, for Creative Color, the desired behavior is being encouraged by different individuals in different places with different sub-groups, an articulated statement of values can draw an organization together.
    Clearly, the organization's values are in line with its purpose or mission, and the vision that it is trying to achieve. To articulated values of an organization can provide a framework for the collective leadership of an organization to encourage common norms of behavior which will support the achievement of the organization's goals and mission.
    Transitioning from lost strategy to differentiation with excellent customer service will be challenging however, the livelihood of any business is. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Excellent customer service is all about bringing customers back. And about sending them away happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
    Some advice that I would recommend to the owner of the Creative Colors and Art depot stores would be to create loyal customers by:
• The "word of mouth" factor: Loyal customers go out of their way to help you...