A Culture Without Walls

We recently reached out to Chatbooks for an interview focused on storytelling, but talking deeper with their CMO, Rachel Hofstetter, we learned how amazing this brand really is. The values they operate by actively guide the way the company operates. Employees are actively and passionately engaged in the business, operating from a sense of confidence and empowerment. Their values-based culture results in high employee involvement, strong internal communication and a healthy level of risk-taking which encourages new levels of innovation. If there’s any doubt about the value of investing time in culture, Chatbooks is an example of the significant benefits that come from a vibrant and alive culture.

Culture, like brand, is misunderstood and often discounted as a touchy-feely component of business that belongs to HR. It’s not intangible or fluffy, it’s not a vibe or the office décor. It’s one of the most important drivers that must be set, or adjusted, to attain long-term, sustainable success.

A strong culture flourishes with a clear set of values and norms that actively guide the way a company operates.

Read More…

Organizational Artifacts And The Reshaping Of History

As Winston Churchill once proclaimed, “History is written by the victors.” While this sentiment may hold a bit less weight in today’s society where even the “losers” can shape the collective narrative with the help of things like the internet, the “winners” do tend to hold quite a bit of power over shaping how future generations interpret the events of the past.

One way to shape peoples’ interpretation of the past is to remove and replace the physical artifacts of a people. The statues, monuments, images, the schoolbooks and stories that do not align with the version of history that you wish to promote. Read More…

Maintaining Corporate Culture In The E-World

The quantification of the benefits that corporations can enjoy over their completion (as much as a 20 to 30% gain over other companies, according to James L. Heskett) came about in the 1980’s. Since then corporate culture has been an area of focus for top executives for obvious reasons.

Facebook, Twitter and the like were originally viewed as millennial playthings, especially by senior executives. However, many companies have come to the realization that they are a way of building and maintaining corporate culture.

They are the digital analogue of offices, meeting rooms, letterhead and all the other myriad ways that companies communicate their culture and values in the physical world. Read More…

Innovation, Tradition, And Striking The Balance

My son turns eleven today. We are all set to celebrate as we always do – our kids love the traditions that come with birthdays, Christmas, Thanksgiving, college football, and too many other events to mention. The house is decorated exactly the same for every birthday. I’m told they love it that way. There will be a special dinner, as always.

All this tradition and consistency got me thinking. My children certainly love new things and surprises: new adventures, trips to unknown places, crazy experiences. And still, for a handful of personal milestones, they seem to want- to need- something familiar and dependable. Certainly, that is to be expected. New experiences bring excitement, anticipation of something unknown, and the possibility of “total awesomeness” (which, I have to imagine, is what the kids are saying nowadays.) Those traditions, the patterns sought out by their own brains, bring them a sense of stability, safety, and comfort. See my recent innovation webinar for more on this. Read More…

Remote Work Teams- There Are Many Fish In The Sea

As the war for talent rages across the land with no end in sight and as competition in the market continues to bubble over at a fervent pace, many business leaders are finding that they must cast an ever widening net to succeed in securing the right people. Data from the updated Global Workforce Analytics study in June of 2017 on telecommuting found that people spend approximately 50-60% of their time away from their desks anyway and the many task are more conducive to solitude than collaboration. Read More…

In Good Company: How Company Culture can be a Competitive Advantage

how company culture can be competitive advantage

By Katie Burke

Last year, HubSpot’s Culture Code went viral. The SlideShare, created by our CTO and co-founder Dharmesh Shah, inspired comments and compliments from partners, customers, industry experts, and competitors alike. The deck itself is remarkable, but to me what’s more important than the document is the degree to which we practice what we preach.

At the end of the day, a company’s culture isn’t about ping-pong tables, free snacks or perks. It’s about collective expectations for how you hire, fire, and work on a daily basis. People talk a lot about business plans as it relates to your P&L, cash flows, and strategy to beat your competitors, but invest very little time and energy into codified how they actually run and manage the business on a daily basis.

Businesses who ignore their company’s culture do so at their peril. In a recent study of 15,000 millennials, “people and culture fit” far outpaced any other option as their top consideration for employment. You can give out all the t-shirts and swag you want, but the next generation of world-class talent is cognizant of the fact that they’ll spend years of their lives at work.

Read More…

How to Create a Customer Service Culture on People Power

customer service culture people power

By Ari Rabban

The biggest brands in the world become what they are with the help of one elusive ingredient: customer loyalty. In a world over-saturated with scattershot marketing messages, successful companies take the time to truly get to know their customers — their motivations, fears, ideas, and priorities — and tackle customer service with relentless dedication.

If you’re an entrepreneur, this is good news and bad news.

The bad news? You’re likely competing against established brands that have worked for years — or even decades — to build loyalty among customers.

The good news? You can make customer-service commitment part of your company’s mission early on and be hyper-focused on giving a smaller number of customers the best experiences possible.

If you commit to offering better customer service than your competitors, then your customers are far more likely to tolerate growing pains and stick with you as you scale. This is why developing a customer service culture should be a table stakes commitment for all startups.

Read More…

How to Overcome the Anxiety of Change with Organizational Empathy

overcome anxiety of change with organizational empathy

We often talk about organizational change like inertia. We assume that the plans we put into motion will continue in motion unless they’re otherwise affected by some outside force.

But the truth is, organizational change is more akin to entropy. Even without the influence of outside forces, our processes tend to move toward disorder unless they’re continually and actively managed.

Change is a constant, unrelenting force that we as leaders must navigate every day. So how do we make sure we’re positioning ourselves and our teams to operate in such conditions?

Read More…