Much of the consulting I do these days centers around corporate culture — specifically, helping business owners and leaders actively design their culture. In doing so we often have to help them define their mission, beliefs and values. This process allows the leaders to explain why they exist as a company and how adhering to their defined beliefs and values is designed to influence their behaviors — allowing them to accomplish their mission. Guess what’s the first question most leaders have about this process?
A Customer Experience Story: The Wrong Size Shoes (Part 2)
This article is a follow-up to the story I shared last week about a fellow who received the wrong size shoes from an online retailer and how that story had a happy ending. In today’s article I’ll tell you about the Q&A session I attended with executives at that organization and how they design their corporate culture to maximize favorable outcomes.
A Customer Experience Story: The Wrong Size Shoes
Here is a customer experience story with a happy ending. But the happy ending didn’t happen by chance. It happened because the company in question has meticulously and purposefully designed its corporate culture to wow its customers, with the side effect of turning many of them into customers for life. If you’re a business owner or leader, this one’s for you. But I really think it can resonate for anyone.
100 Billion Words
Watching the Super Bowl has become an American tradition. For many of us, it’s not just the game we’re interested in. We also watch for the halftime show and for the commercials.
Think about that: we actually watch for the commercials.
For most of the year, television commercials are the things we fast-forward past on our DVRs. The things we mute so we can discuss what we were discussing during the last commercial. The things we ignore while we get a snack. But during the Super Bowl, commercials are different. Read this article to find out what my favorite commercial from the 2019 Super Bowl was — and why.
Thinking about Corporate Culture
Far too many organizational leaders don’t spend enough time thinking about their corporate culture. That’s because corporate culture is essentially an invisible force. But it’s also a very powerful one — probably the single most powerful force in determining an organization’s prospects for success.
SALE: 30% off Gary’s CDs and DVDs!
Now until January 31st — while supplies last — I’m selling all my CDs and DVDs at 30% off. Read this blog post to get the coupon code and to read more about this promotion!