The base for a company culture are its core values. The best strategy only works if it is supported by a strong corporate culture lived by the whole organization. It’s not the strategy that makes the difference at the end, it’s the culture !

What are the values the organizations is standing for ? Is there a culture of taking ownership of customers complains ? Do the individuals act as if it is their own company ?
A service culture exists when the employee are motivated to take a customer-centric approach to their regular duties and work activities

Developing a service culture requires time and consistency and it has to be part of the business strategy