BOOK REVIEW | Cultureneering

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Culture, Diversity and Customer Service

Building a strong business culture in a diverse workforce that delivers obsessive customer service

By Ian Fuhr


Are you a leader who aims to drive real growth for the people within your organisation and at the same time deliver exceptional customer service that sets you apart from your competitors?

Running a business in a racially polarised country with a melting pot of diversity, requires leaders to understand the complexity of building an inclusive culture out of a fragmented workforce.

Trust, equality, respect and mutual tolerance

A strong culture is not only focused on chasing financial objectives, but is based on trust, equality, respect and mutual tolerance. When every employee has a true sense of belonging, despite their differences, it is possible to create a common purpose of obsessive customer service.

Cultureneering is a philosophy and framework that Ian Fuhr has spent four decades developing, and which he perfected while building the Sorbet Group, Africa’s largest beauty salon chain.

This book takes the reader on a journey of personal development and unpacks the unbreakable link between culture and service. It reveals the tools required to build a company culture that is good for its people, its customers and, ultimately, for sustainable growth.

Leaders need to embrace this culture-driven approach to business leadership as it promises to play an important role in the overall transformation of our country’s workforce.

About the author

Ian Fuhr, is a serial entrepreneur and founder of Sorbet Group of Companies, and most recently the Hatch Institute. Over a 40-year period he has launched five successful companies. With each endeavour, he entered a new industry and successfully challenged the status quo.

Over the years he cultivated a unique business philosophy that culminated in the launch of the Sorbet brand in 2005. Get that feeling, the story of Ian Fuhr’s background, his history and how Sorbet was born, is also available as a paperback edition published by Pan Macmillan.


  • Publisher Pan Macmillan South Africa |
  • ISBN | 9781770107359 |
  • Recommended Retail Price | R310.00 |
  • CLASSIFICATION | Business Leadership |



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