What is a Culture Committee? And do you need one? (The short answer is "Yes!")
Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.
A fish rots from the head down - and so does your culture.
What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.
Don't believe everything you read or hear on the Internet.
Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.
It's a fact.
Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!
In Team of Teams, General Stanley McChrystal credits his focus on transforming military culture as key to turning the tide in Iraq. He writes that “the role of the leader was no more that of controlling puppet master, but of an empathetic crafter of culture.”
“A movement starts because of the social habits of friendship and the strong ties between close acquaintances. It grows because of the habits of a community, and the weak ties that hold neighbourhoods and clans together. And it endures because a movement’s leader gives participants new habits that create a fresh sense of identity and a feeling of ownership” Charles Duhigg
“An amazing ‘invention’ that didn’t turn out to be an innovation” – that’s how one expert described Tata Motors’sNano. Indeed, the current predicament of the $2,000 compact car that was introduced in India with great fanfare in 2008 holds some valuable takeaways for aspiring disrupters.
Brands that insert themselves into relevant cultural events is now becoming a norm in marketing. Did you know that May 4th is considered Star Wars Day? These brands did, and they inserted themselves in the conversation by producing content which reflected it.
Henry Jenkins, Mimi Ito, and I have embarked on an interesting project for Polity. Through a series of dialogues, we’re hoping to produce a book that interrogates our different thoughts regarding participatory culture. The goal is to unpack our differences and agreements and identify some of the challenges that we see going forward.
This blog reflects the personal opinions of individual contributors and does not represent the views of Futurelab, Futurelab's clients, or the contributors' respective employers or clients.
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