Effective teams and powerful, positive organisational cultures do not happen by accident. Creating a great company means more than developing great services – it also means paying attention to the emotional reality of the organisation and deliberately creating a great culture. To make sure the company will never lose its magic, you must begin organising systems, processes, and rituals that would essentially create and preserve what we would now call resonance. You have to take charge of many of the processes that guide people’s behaviour within the company and with customers.

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