VIDEO ANALYSIS ON TED TALK COMPANY CULTURE MANAGEMENT–
Leaders Secret Asset
Every business has its own strategy to retain customers. Customer service is one of the
most recognizable ways to show and make customers feel welcome and make them feel they have made
the right choice in that particular business. Based on my analysis and interpretation in the first video, the
speaker recounted his experience at an airline when his flight to Australia was delayed and his plans were
disrupted. He was very disappointed and lost. When he and the other passengers got off, the passengers
were approached by 5-6 people to help and assist with their delayed flight. He was surprised at the choices
the airline staff gave because in addition to knowing that his flight was hassle-free as they had been provided
with a hotel to stay in during the flight cancellation, they can also choose the destination they want to visit
aside from the flight they booked. The speaker found that the behavior of each airline's staff is an important
factor in the choice and experience of each customer who will book with that airline. He said that it is very
important for an organization to know the characteristics of corporate culture as it serves as an image of an
organization. He also says that this would be a strong point of a good leader because he knows who he will
hire for a particular job based on his attitude, experience, education and most importantly, behavior of an
employee. It is essential for a leader in recruiting the right people, because in this way you can see that there
is only one goal that the employee wants to achieve in the position you have assigned them. A good leader
must hire the right people for the right positions. For example, when the employee greets them when they
got off, he finds that they have only one goal; to help the delayed flight passengers properly and give them
what the airline can offer to ease their frustration.
Leaders Secret Asset
Every business has its own strategy to retain customers. Customer service is one of the
most recognizable ways to show and make customers feel welcome and make them feel they have made
the right choice in that particular business. Based on my analysis and interpretation in the first video, the
speaker recounted his experience at an airline when his flight to Australia was delayed and his plans were
disrupted. He was very disappointed and lost. When he and the other passengers got off, the passengers
were approached by 5-6 people to help and assist with their delayed flight. He was surprised at the choices
the airline staff gave because in addition to knowing that his flight was hassle-free as they had been provided
with a hotel to stay in during the flight cancellation, they can also choose the destination they want to visit
aside from the flight they booked. The speaker found that the behavior of each airline's staff is an important
factor in the choice and experience of each customer who will book with that airline. He said that it is very
important for an organization to know the characteristics of corporate culture as it serves as an image of an
organization. He also says that this would be a strong point of a good leader because he knows who he will
hire for a particular job based on his attitude, experience, education and most importantly, behavior of an
employee. It is essential for a leader in recruiting the right people, because in this way you can see that there
is only one goal that the employee wants to achieve in the position you have assigned them. A good leader
must hire the right people for the right positions. For example, when the employee greets them when they
got off, he finds that they have only one goal; to help the delayed flight passengers properly and give them
what the airline can offer to ease their frustration.
