Driving Culture Change

How Real Are You? Decide to be Real

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.” They encourage employees to take the best version of themselves to work and into their relationships with customers. Setting the tone to “be real” are often the leaders inside these companies, who make it okay for everyone to do the same.

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Vanilla Communication 1

Would you want to read your company emails, packing slips and bills?You’ve defined the stages of the experience and the moments of truth that comprise all of the experience touch points. So, where are you with your communication to your customers?

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Decide to Believe - Do You Trust Customers and Employees?

You will increase your prosperity by deciding to believe in your customers and your people. The decision to believe is core to beloved companies. Having this ability is the foundation for building the kind of company that employees love and customers want to be associated with.

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What Defines Your Experience _ Clarity of Purpose

Are your employees clear about what you deliver to your customers and why its different?
Would ten random employees in your company give the same answer when asked, “What is our purpose?”
Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about.

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3 Actions - Decide to Be Real

Attitudes and actions embody what is behind beloved companies. Strategic hiring and on boarding actions will help the front line deliver service based on the needs of your customers.

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Repair the Emotional Connection - Decide to Say Sorry

All decisions contribute to the delivery of a meaningful apology. Your apology (how you say sorry) is your humanity litmus test. It’s unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization.

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What pushes your yes button?

What conditions must always be met before you say “yes”? IKEA designs the price tag first. They know that even people on a limited budget want a beautiful home, a comfortable place that feels like, well, home. Their purpose is to “create a better everyday life for many people.” IKEA wants to produce democratic design: products with flair at a price most people can afford.

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customers tell the story for the beloved company 1

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog,” is a reminder that people are bound by emotion to the things they love.

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3 Actions Decide to Believe

“I believe you.” With those words, we honor the recipient. Inside beloved companies, they decide to believe. Trust and belief are cornerstones of relationships with employees and customers. Take action and implement three actions to help make “believing” a core competency in your organization and culture.

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Is Your Company Beloved

Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.

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