Culture Eats Strategy for Lunch

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Author states that companies with values-based culture attract more loyal employees, who in turn attract more loyal customers. These companies succeed where companies who focus upon strategies fail.

Culture eats strategy for lunch. This is the conclusion of radio talk-show host and customer service advocate Ed Horrell, author of the newly released “The Kindness Revolution”.

“A shift is taking place in customer service. Customers are tired of indifference from their service providers and are telling more people than ever of their dissatisfaction” claims Horrell. “This is leading to a demand to a revolution which is not being led by the service providers but is being demanded by their customers. The companies who will survive this revolution are the ones which recognize that their culture is more important than their strategy”

Horrell states that too many service providers focus on the wrong things. Strategy, he says, includes actions such as opening earlier because the competition does, or setting prices based on the market. Culture, however, is the belief system of the organization.

“Culture is what separates the leaders in service from the followers” Horrell claims. “Look at the very best…the FedEx’s, The Ritz-Carlton’s, the Nordstrom’s….strategy is not what has made them leaders in their industries. It is their culture that sets them apart”.

In his book, “The Kindness Revolution”, Horrell shows what these and other leaders in customer service are doing that others must emulate to succeed in the kindness revolution. Inspiring and practical at the same time, “The Kindness Revolution” chronicles Horrell’s quest to determine the best stories in customer service and his frustration with the “disconnect” between what customers want and what company’s think their customers want.

“Customers don’t expect perfection” Horrell says. “What they want is a feeling that they are important when their problems occur. They want to be treated with dignity and kindness. It is pretty simple and extremely powerful at the same time.”

Horrell also speaks of the Law of Attraction and how it works in customer service. “Take a look at the leaders in industry. Observe the type of employees they attract, as well as the type of customer that those employees attract. There is no coincidence….companies with a culture of kindness attract more loyal employees and customers.”

Horrell is currently promoting “The Kindness Revolution” and is available for radio and TV interviews as well as speaking presentations for both corporate and conference meetings. He can be reached at or via his websites at or

About Ed Horrell: Ed Horrell is a Memphis-based professional speaker, author, and radio talk show host. His weekly show, “Talk About Service”, is broadcast from Memphis and is also podcast regularly at Ed is a popular speaker and addresses over 100 audiences each year.

“The Kindness Revolution” is available at bookstores nationwide and online at


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