Culture Change is a Complex Process
Make sense of it with actionable advice from experts on the front lines.
Make sense of it with actionable advice from experts on the front lines.
Ready or not, the customer experience (CX) game is on. No matter what size or industry you may play in, you are now competing based on the experience you provide to your customers. Government agencies, this applies to you as well. So, if you’re not thinking that customer experience is something that you need to be concerning yourself with, you may be digging your organization into a hole that you may not be able to climb out of.
Why has CX become such a fundamental component of brand success?
While certain brands that have understood the power of the customer experience for many years and have continued to refine their CX delivery in new and profitable ways, the notion that all organizations need to consider the experience that they provide to their customers as a competitive driver has really only become something of note over the last decade. One primary reason for this is due to the great leaps and continuous improvements that these CX leaders make to their customer experiences which continue to raise customer expectations.
Brands like Amazon, Apple, and even Uber Eats have provided customers with the ability to engage in experiences that are designed around their specific needs and wants- and they like it. As expectations around experiences evolve those brands that are unable to deliver will undoubtedly lose the affection of their customers. This reality creates the need for organizations in all sectors and industries and of all sizes to ask themselves what they are doing to both understand what their customers want and need and what steps are they taking to be able to evolve their experiences to deliver on those expectations. Read More…
The team at gothamCulture recently put their heads together to curate a list of book recommendations that will inspire your workplace culture and leadership development. Consider choosing one of these for your office book club. We hope you find these helpful!
The Culture Code: Daniel Coyle explores the question, “How is it that some groups add up to be greater than the sum of the parts, and others do not?” The book is based on research over a period of four years, looking at some of the best/most successful team cultures. The discussion is organized into a presentation of three skills known for generating high-performing groups: (1) Build safety, (2) Share vulnerability, and (3) Establish purpose.
Switch: How to Change Things When Change Is Hard: a book about how to change things when change is hard. It can be about you, a job, friends, or even family. Change is very difficult and hard to do without a little motivation. The book helps you to look at things in a different way than you had before. Seeing the good things about why you should change and why it was better before. Read More…
Advising senior leaders on the topic of organizational culture for the last fifteen plus years has provided me with a multitude of opportunities to examine the ways in which groups of people organize themselves to accomplish their work and to achieve their mission. There are a wide variety of methods that I use when helping clients to understand the cultures of their organizations. One of these methods is engaging members of a client organization in order to listen to and attempt to make meaning of the stories that are told.
Stories have served a critical purpose in organizing groups of people for thousands of years. Stories are engaging ways to educate members of a group about what is valued by the group. What the group expects from its members. What gets rewarded and what gets people punished. Stories spark different areas of our brains than other forms of communication and this is why they have, and continue to be, utilized to share important ideas amongst and across groups of people.
Stories, due to their unique contextual factors, tend to reinforce the belief that each is a special, one-of-a-kind thing. Stories are not the only organizational phenomenon that foster the belief that organizations and their cultures are unique and special snowflakes but, in reality, organizational cultures and the stories that are shared within them share many commonalities in terms of structure, delivery, and ultimate purpose. This is what researchers Martin, Feldman, Hatch, & Sitkin refer to as the uniqueness paradox.
I was driving down the street the other day, dutifully following the GPS instructions, which wended me through neighborhoods, built-up areas and a variety of other places. At one point, a driver suddenly pulled out in front of me and proceeded to move forward at no more than ten miles per hour. I couldn’t see the driver and I felt for a moment that I should get irritated that someone had the audacity to hold up my very important (or so I thought) trip.
Then I saw the building the person had pulled out from. It was a local hospital. My mind shifted from some level of irritation to a feeling of embarrassment and compassion. The driver might have just left the bedside of a loved one, or received a diagnosis that was life-threatening. Or maybe a relative, friend or neighbor might have just passed away. I thought about such times in my life and instantaneously wrote a narrative of understanding and empathy for the driver.
In life and the business world, we often don’t get such stark reminders of our own need for emotional intelligence, appreciation, and understanding of another person. So we are prone to draw conclusions that are judgmental, perhaps giving us a high level of justification for our own feelings and a near-certainty that the other person might just not care or is oblivious to our needs or the needs of the business. Doing so can serve as a sort of misplaced validation of our own importance or our own instincts, I suppose. At least I know I have felt that way at times. Read More…
What does it take to deliver on the promise of transformation? In the face of high-velocity change, communication is everything. Things are moving so quickly, people don’t know what story they’re in anymore. It’s why they need a compelling narrative that answers who we are, what we do, who we serve, and why it matters. This narrative needs to be embedded across the entire organization. Clear messaging produces org-wide alignment: shoulder to shoulder, heart to heart, metric to metric. The best practices below have been mined from over 15 years of experience in helping leaders successfully create sustained transformation.
1.) CONVEY AN INSPIRED FUTURE
Why It Matters: OKRs are powerful, yet they rarely convey the vision. A vision needs to be aspirational, emotional and functional—beyond just financial growth and moving the metrics. Why should we be excited about what we can create together? Your vision needs to demonstrate faith in the future.
Where & When?
2.) STAY DISCIPLINED
Why It Matters: Transformation doesn’t happen by just “winging it”. You need catchy, repeatable keywords and slogans. Develop memorable frameworks, mental models, and taglines that can be repeated on a frequent basis. That message has to be personalized by every leader for believability.
Where & When?
This year, my son gave me the best gift an entrepreneur could ever ask for. Of course, my second grader, like nearly every other eight-year-old in America, has mastered the ability to influence others to get what he wants. With summer kicking off in full swing, these talents typically revolve around spending an inordinate amount of mental capacity figuring out how to get more screen time. Last week, rather than vying to get a few extra minutes of screen time or finding creative ways to get out of practicing his guitar, my son convinced his friend that they should start a business.
After some cajoling, his friend agreed and they went through the process of deciding what type of business they should embark on. A short while later, the boys settled on a car cleaning business (interiors only mind you). After dedicating their attention to touting the virtues of such a business and the benefit that it would bring to the local community, the boys turned their attention to creating posters and fliers that they attached both to their wagon as well as the community mailboxes in our neighborhood.
Loading up their wagon with their (read my) supplies: a shop vac, dash cleaner, leather cleaner, Windex, paper towels, and rags and were ready for business. They quickly realized that not only did they need something to keep their millions in as they moved from house to house but that they needed a pricing structure. Without missing a beat, they immediately dove in and made it happen.
In order to make sure they had their act together, they asked if my wife and I would be willing to let them practice on our cars, something we promptly agreed to. And then it happened. Something in my son sparked. While I intentionally minded my own business, all the while keeping a rather close eye on them as they worked, I could see a sense of pride swell up in the boys. They were doing something for other people. They were taking great pride in ownership and they were making sure we were satisfied with their work. As they worked, they chatted and their conversations were both surprising and inspiring.
After a short while, our cars were clean and the boys added their first revenues to their kitty, a mason jar with a handwritten sign on it sitting haphazardly in their wagon. With beaming smiles, they began their trek from house to house, knocking on doors and pitching their potential customers. With the confidence only an eight-year-old can have, they let rejection slide off their backs with ease, they took future appointments (which they noted on a small pad), and they moved on to the next house- each stop an opportunity to perfect their pitch.
We’re now a few days into their business and they are still going strong. They have made a surprising amount of money and with summer vacation rapidly approaching, they are already strategizing how to expand their operation into other neighborhoods as well as hiring and training new employees in order to expand.
Why am I telling you this?
It is not uncommon for young children to start a business. Lemonade stand. Mowing lawns. Manicures. (Yes, manicures). It almost seems like a right of passage for many kids in America. I recall multiple businesses that I myself ran as a child with fond memories. All of them, opportunities to develop skills and practice new behaviors that I could take with me the rest of my life.
Delivering customer experience excellence can be a challenge.
Get it right, and customer experience excellence can significantly improve performance for government agencies. It has been proven to increase revenue, enhance efficiency, and improve public image.
You are invited to join other senior leaders for a practical working breakfast on the critical role that customer experience plays in organizational performance. The event will be led by Senior Customer Experience Executives from DCAS contract holder gothamCulture and our partners at TribeCX.
You’ll emerge with:
This workshop is limited to 60 registrants. The confidential customer experience assessment link will be live until 5:00 pm on July 5th. Please share this invitation with any colleagues or contacts who would benefit from this workshop!
Tuesday, July 23, 2019
8:00 am – 11:00 am EDT
Metropolitan Tower, 146 West 57th Street, 7th Floor, New York, NY 10019
If “culture eats strategy for breakfast”, as has been said, then it’s time to tune in to how to create a winning company culture. What does it look like? How do you create it? How can you transform your team and company? gothamCulture’s Chris Cancialosi talks to Wanda Wallace on “Out of the Comfort Zone” podcast this Friday at 2 pm ET/11 am PT.
Many a time I have been asked how a business knows they need to revisit their culture and just as many that I have been told by a CEO that they have a great culture whilst they go on to tell me the signs are that they don’t.
So, what exactly should you be looking for? Here’s my list of the top 11 signs that might be telling you it’s time for a culture change.
The numbers tell a fading story
For whatever reason, if your sales are on a downward trajectory its a sure sign there’s a problem. Whether it is the actual product or the way you are working the underlying truth is that the organization is either failing to leverage intelligence and adapt or is simply not agile enough to keep up with market trends.
Your people aren’t happy
Happiness is an integral part of profitability. If your employees are not happy with you then as well as the impact on your HR budget from high turnover of staff and sickness they will also care less and its that loss of attention to detail and will to succeed that could cost you most dearly. Introducing an innovation culture that everyone has a stake in sends out a strong message about the value of employees. Read More…
“Yes, my boss fully supports the idea of my receiving executive coaching,” a prospective client answers. “And the company will pay for it – they see it as an investment!”
Those are great words to hear from a client as she or he begins the exciting journey of executive coaching. Such a message provides a sense of the support the client is receiving from the company and from the individual to whom they report – their boss.
As we set the stage for coaching engagements, the boss, who usually serves as the “sponsor” for the coaching, is a critical part of the process. Oftentimes, though, I sense that while the boss is a strong supporter of the idea, the role of sponsorship might be so new to him that he is not able to fulfill this critical role in a manner that will best facilitate the coaching for the client.
So what is the role of a sponsor in executive coaching? Essentially it is about building a platform for learning.