Corporate Culture and the Customer

Today we spoke with Robbi Watson, VP of Corporate Culture at Jacobus Consulting about the importance of cultivating a healthy corporate culture and its effect on an organization’s customer. Take a listen!



[0:00] Introduction

[0:48] Corporate culture’s impact on employees and customers

[1:42] Defining “great culture”

[3:12] Culture and the healthcare industry

[5:19] Using culture to improve the patient experience

[6:45] The role of values

[9:12] Defining organizational values

[10:55] Living the values

[12:10] How to start building a healthy corporate culture

[14:54] Conclusion

Guest: Robbi Watson

Robbi serves as the VP of Corporate Culture at Jacobus Consulting.

RobbiWatson on Corporate Culture


“Culture is people…The truth is, culture is present whether the leadership focuses on it or not… Every industry, not just healthcare needs to focus on their employees.”

For a more in-depth dive on corporate culture, check out Robbi’s blog post: “Organizational Culture: What Matters Most to People, Clients, and Ultimately Patients.”

Culture’s impact on employees & customers [0:48]

Both employees and customers are ultimately looking for the same thing in a company. They want to be heard and supported. When an organization has a passion for its people, they feel supported. When employees feel supported it is evident in how they treat the customer.

Defining “great culture” [1:42]

A great culture means engaged employees. Organizations must acknowledge that people matter. If they understand this and focus on supporting their people, employees are motivated and feel empowered to serve the customer to the best of their ability, in line with the company’s vision.

Culture and the healthcare industry [3:12]

Every industry, including healthcare, needs to focus on their employees. Corporate culture is not singular to any one industry, department, or line of business. In fact, culture is present whether leadership focuses on it or not. Sometimes an organization can have a negative culture, which translates to how their employees interact with others, both internally and externally. When the core values of an organization are visible, talked about, and supported, employees are more likely to embrace and adopt them.

Culture and the patient experience [5:19]

The role of the patient has changed over the past few years. Patients are more informed and more involved in their care than ever before. This places the burden on healthcare organizations to meet patients’ growing demands and expectations. It is incredibly important that healthcare leadership take the time to align with their employees and show them that they are supported. Additionally, leadership needs to communicate a clear vision and align organizational objectives to that vision. Motivating employees to feel connected to this vision and objectives will help them to do what’s best for the patient.

The role of values [6:45]

Values are the foundation of corporate culture. If you build your building on sandy ground, it’s going to fall, but if you build it on a rock-solid foundation, it will stand when others don’t. The same goes for corporations. At Jacobus, we’ve found this to be very true in the healthcare industry. Core values shape the focus of the organization. These values will be different for each company, but every organization should have some sort of customer service focus in their values.

Defining organizational values [9:12]

Core values support the mission and the vision of the company. Leadership should work together to determine those characteristics that are critical to supporting organizational objectives. Defining the values is not enough. Leadership may need to take a step back and become a part of the team. In this process, transparency and listening are key.

Living the values [10:55]

Ensuring that the organization lives the values that have been defined and communicated can be the hardest part. It is essential that the leadership team is both transparent and accountable. One suggestion is to build internal teams to help support and foster the organizational values. As hard as this may be, this is where corporations have the opportunity to shine!

Building a healthy corporate culture [12:10]

Starting can be the hardest part of any project. When it comes to building a healthy and positive culture, defining the core values of the organization and aligning them to the vision is the best place to start. Leadership will also want to support their teams by providing the tools and methodologies to be successful in serving customers. This will get everyone excited about fulfilling the company’s mission and vision.

Resources: To learn more about the culture at Jacobus Consulting, visit The Jacobus Difference page on our website where you can explore our company mission, see the Heart of Jacobus where we define the values we live to support that mission, and more! If you’re interested in building a positive culture at your organization, please contact us.