Put Culture Change On Your 2017 CX Agenda. Here’s How.

Customer Experience Matters®

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that you make in customer experience.

As I’m sure you know, culture change isn’t easy. People are naturally averse to change. As John Kenneth Galbraith so aptly stated, “Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets busy on the proof.”


Any chance of a successful, purposeful change in your culture needs to focus on the thoughts, beliefs, and actions of individual employees. That’s the foundation of a concept that Temkin Group introduced called Employee-Engaging Transformation (EET). EET is based on five practices: Vision…

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Guide to Organizational Culture Change (Infographic)

Customer Experience Matters®

We regularly help companies create cultures that are more customer-centric.  So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.

You can download (and print) this infographic in different forms:

The bottom line: The customer experience you deliver is a reflection of your culture

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Dr. Marshall Goldsmith on Triggers: Creating Behavior That Lasts–Becoming the Person You Want to Be

Blanchard LeaderChat

marshall-goldsmithChad Gordon interviews Dr. Marshall Goldsmith, the world’s top-rated executive coach and author of the new book, Triggers: Creating Behavior That Lasts–Becoming the Person You Want to Be.

Dr. Goldsmith discusses the environmental and psychological triggers that can derail us at work and in life and what we can do about it.

triggers-marshall-goldsmith-book-coverDrawing on his years of experience coaching top executives Goldsmith shares an inside look on how to achieve change in our lives.  He discusses the unique challenges top executives face and shares the number one reason people don’t act on their good intentions. He also shares six questions he recommends asking yourself everyday to stay on track and begin to find alternatives to instinctive impulse-response behavior patterns.

Goldsmith explains how planning in advance–learning to avoid negative triggers when possible–and adjusting behavior when unavoidable by recognizing we have a choice opens up new possibilities. Great advice on how to add a little…

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Reprise: Living with Permanent Uncertainty

One of my very favorite (and perhaps one of the most profound) articles on leadership that I’ve read is “Leadership In Turbulent Times Is Spiritual” by Margaret J. Wheatley.

In the article, Wheatley reminds her readers that “as times grow more chaotic, as people question the meaning (and meaninglessness) of this life, people are clamoring for their leaders to save and rescue them.” In times of uncertainty when there are no easy and ready answers, she describes a desperate people that presses “their leaders to stop the chaos, to make things better, to create stability.” She continues: “And even leaders who would never become dictators, those devoted to servant leadership, walk into this trap. They want to help, so they exert more control over the disorder. They try to create safety, to insulate people from the realities of change. They try and give answers to dilemmas that have no answers.”

Wheatley challenges the myth and “trap” that leaders fall into and reframes leadership in turbulent times as helping “people move into a relationship with uncertainty and chaos.” To be successful, leaders “must enter the domain of spiritual traditions.” Why? Because “as our world grows more chaotic and unpredictable, we are forced to ask questions that have, historically, always been answered by spiritual traditions. How do I live in uncertainty, unable to know what will happen next? How do I maintain my values when worldly temptations abound? What is the meaning of my life? Why am I here at this time? Where can I find the courage and faith to stay the course?”

In her blog “Living with Permanent Uncertainty,” Louise Altman invites her readers to a similar domain and shares the wisdom of another modern day mystic like Margaret Wheatley, namely, Pema Chodron. Altman speaks to the resistance that is often the only certainty in the midst of uncertainty and offers some practical ways to address it our lives and as leaders. Read more by clicking here.

To Create Healthy Urgency, Focus on a Big Opportunity