Because of its IT platform, LSQ has the freedom to focus on identifying traits like cultural fit, service orientation, and attitude, the traits that distinguish the company in its client interactions.

Service Excellence = Design x Culture

More specifically, we've seen three distinct patterns in these organizations' relationship to culture. All demonstrate high levels of the following:

• Clarity: knowing exactly what kind of a culture you want to build, and how this culture is critical to achieving your most important performance objectives

• Signaling: relentlessly communicating the organization's core values, particularly.in moments when people are likely to be most receptive to these messages, such as during recruiting and orientation

• Consistency: reinforcing the culture at ever turn and rooting out cultural violations, that is, misalignment between the desired culture and organizational strategy, structure, and operations

Service Excellence = Design x Culture

More specifically, we've seen three distinct patterns in these organizations' relationship to culture. All demonstrate high levels of the following:

• Clarity: knowing exactly what kind of a culture you want to build, and how this culture is critical to achieving your most important performance objectives

• Signaling: relentlessly communicating the organization's core values, particularly.in moments when people are likely to be most receptive to these messages, such as during recruiting and orientation

• Consistency: reinforcing the culture at ever turn and rooting out cultural violations, that is, misalignment between the desired culture and organizational strategy, structure, and operations