organisational culture

Knowing Is Half the #CX Battle

I originally wrote today's post for Intradiem. It appeared on their blog on August 21, 2014. 

If knowing is half the battle, what's the other half?

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That's How We Do Things Around Here

How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created?

When a colleague asks you why you do things a certain way, do you find yourself responding, "I don't know. We've always done it that way?"

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How To Create a Culture of Change

Tony Hsieh, the phenomenally successful CEO of Zappos likes to say that, “your brand is your culture” and believes so strongly in preserving his that he offers new recruits $1000 to quit. Anybody who doesn’t fit in will happily take the money and run.

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CRM, Customer Experience, and Digital Business Require Culture Change

What I notice is that in order for an organisation to be effective in the games of CRM (building profitable relationships with customers), Customer Experience (competing on the basis of a superior customer experience) and/or digital business (rethinking the business through the lens of what digital technologies enable) require culture change: a change in the way that people think, in their expectations, and in the way that they go about doing things.

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Circle the Wagons and Shoot Inward

Does this describe your company's culture? 

One of the funniest phrases I've ever heard  - and I first heard this one about 20 years ago - to describe an organization's culture was to "circle the wagons and shoot inward." You have to think about it for about a half a second, but then you say, "Oooooh, that's not a good thing." And it's not funny, either.

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Hall of Fame: Waitrose Creates A Delighted Customer

Based on recent experiences I find myself moved to create a ‘Hall of Fame’. And a ‘Hall of Shame’ for well known brands based on how these businesses treat their customers. My commitment is to share the great practices of the ‘givers’ as well as the deceitful-manipulative practices of the ‘takers’.

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Why Is Great Service Hard to Find?

If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"

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Service DNA

If I were to ask you to name a company that consistently excels at customer service, what company would come to mind? In you are part of a military family, you might say USAA. If you live in the Southeast, you might tell me about Publix Supermarkets. If you are a golf aficionado, you might share your Masters experience with me. And, if you are passionate about shoes, you might mention either Nordstrom or Zappos. No doubt, others among you would name companies such as Enterprise Rent-a-Car, Chick-fil-A, Apple Stores, Disney, and Mayo Clinic.

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Diversity Is the Short Cut to Building an Innovative Culture. It Is Pretty Simple.

Sometimes I wonder how much progress we’ve actually made over the last 50 years. In Saudi Arabia, women are still not allowed to drive, along with many other things. Today, a group of Saudi women have taken to the streets in their cars on a day of collective protest against the ban on female drivers. I am sure they will be getting threats of all kinds and if we’re talking about human rights let's start with this. There were about 17,000 people who signed a petition calling for women to be allowed to drive.

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Networked Norms: How Tech Startups and Teen Practices Challenge Organizational Boundaries

At the ASTD TechKnowledge conference, I was asked to reflect on networked learning and how tomorrow’s workers will challenge today’s organizations.

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