Welcome back to the Culture Hacker blog series on how to reprogram your company culture and improve the employee experience. We will now talk about one of the most important mechanisms in how employees feel about coming to work, leadership. Research tells us that poor leadership results in numerous issues including poor morale, increased stress, [...]
"Culture is a consequence of a company's values." – Charles Day, Founder of Looking Glass Let’s discuss your organizational values, which I believe are the foundation of your company culture. While values are often dismissed as some philosophical B.S., they may be the single most important cultural mechanism within a company. Why are they [...]
Welcome back to the Culture Hacker blog series on how to reprogram the company code and employee engagement. Please catch up on my previous blogs, because they introduce, discuss, and provide insights into how to refresh and evolve a culture by looking at the different mechanisms that impact the mindset and attitude of the staff. [...]
Welcome back to my fourth blog in our 2016 Culture Hacker series. Last month we discussed your selection strategy, so now let’s talk about on-boarding and orientation. I am very passionate about the importance of both of these topics, so I am going to split it into two blogs. In this first blog I am going [...]
According to a 2014 Gartner survey, 89% of businesses will compete mainly on customer experience by 2016 versus 36% four years ago. So it would seem that most owners and managers are getting the message on the importance of customer experience to their brand’s future success. That’s the good news. The bad news is that [...]
There are two key elements to defining your culture; the values a person believes in and the behaviors a person should demonstrate. To define your culture with your team, you can brainstorm together. Provide your team with at least a week to think about the three most important qualities a person possesses or believes in [...]
When considering how to improve your customer’s experience, you have to focus on your place or environment, processes, and your people. You must have the procedures in place to ensure a consistent brand experience as defined by the way you enliven your customer’s senses, the way you deliver the experience on time and in the [...]
When I first began working for Williams-Sonoma in 2005, I knew I had found an amazing company with a strong culture. On the second day as Assistant Sales Manager I had a corporate visit. Brand new to the company, I couldn’t help but feel overjoyed when the Regional Manager and VP of Pottery Barn Kids [...]
What is luxury? When I worked for The Ritz-Carlton Hotel Company, it was about perfectly scripted interactions, an unwavering focus on quality, and an opulent environment immaculately cleaned and maintained. While we were always focused on the guest, when it came to luxury, it was really all about the hotel—the product we showcased. As in [...]
Planning a wedding has uncovered some interesting learning points in terms of customer experience. As I get ready to head out of the office to my wedding in Utah and honeymoon in Southeast Asia, it’s the perfect opportunity to reflect on how what I’ve learned at SGEi has come to life in this process. I’ve [...]
