A Cultural Shift

After spending many years in the Customer Experience Trenches, I think we are starting to feel the earth shift every so slightly.  It's the rumblings of a culture shift.  And while, yes, you could say the Google led the charge on this somewhere in the late 90's, it's more impressive that they continue to stick to their 10 Things They Know Are True.

What do you think it would take to see the culture of some of our largest, oldest and stodgiest organizations change?  What would it take for the CEO's of the top 3 car manufacturers to rethink the private jet to a bail out meeting?  Not even for the sake of perception was commercial airlines considered.

As much as I can appreciate the constant one-liners as reminders of what we should do philosophically, I need more practicality!  I need to understand what a shift in culture looks like.  What does Trust look like in organizations? What starts the Groundswell?   Here are a few of my thoughts.

 ASK and LISTEN!

What would happen if you asked your stakeholders/employees/customers and community:

• Why do you come to work everyday?
• What do your Promoting customers say about your organization?  
• What does that community want to see you be when you grow up?  
• What do the most engaged employees and teams say about each other?

You bet that there is a culture - you just haven't asked! There are reasons your employees come to work everyday outside of a paycheck. So seek and you will find..  as long as you are actually listening!

Listening has been a buzz word for a while, I think stating a few things about listening is important. You need to unearth positive reasons, understand them, celebrate them and use them.  You cannot do this effectively if:

• You have pre-defined outcomes  
• You are keeping up a political game
• You are not inclusive of everyone

In other words, if you are going to commit, commit fully and openly.  Show up with Integrity, be trustworthy and honest. 

ACT and ENGAGE

We all are aware of the horrors of companies that don't respond to feedback.  Both employees and customers have fallen victim to feedback silence.  Make this your first change and actually do something with the feedback you are given!  Communicate that you are in the discovery process. That you are using their feedback to build a company they can TRUST.

Take your biggest advocates and ask them to take on a Leadership Role in Discovery Process.  Ask a new question on your existing surveys - "would you be willing to be part of our Culture Discovery Panel?"

BE the CHANGE

The journey of this "who am I" process starts from within.  How do you want to lead?  Are you truly open and trusting of the opinions you will hear?  Can you see perspectives through multiple lens? Can you Lead with Trust and Openness.  If that is what you are expecting your employees to do, then be that change.