Making Corporate Culture Work

Beginning of article

Corporate culture has long been identified as a critical ingredient in successful companies. It is particularly important in service industries, including financial services - but here it is often neglected.

In the context of corporate culture, commercial bankers may well have something to learn from Disney World.

All Disney employees spend weeks learning "the Disney Way." They create a "happy atmosphere" that, although admittedly contrived, does create a pleasant environment at the park. Guests want to stay longer, and the longer they stay, the more they are likely to buy.

Retaining Customers

Banks also want to keep customers. Consultants may debate the link between customer retention and …