Culture: Not a Fill-in-the-Blank Exercise!

By Bill Kaiser, Senior Consultant All too common C’mon, admit it.  You’ve gone through the traditional culture building exercise of defining your vision, mission and core values statements at least once in your career.  Did anyone walk away from this process feeling like the outcome was nothing more than framed statements occupying the empty spaces between your Successories motivational posters?  The end product may have “looked good on paper,” but did it help your people and organization perform any better?  Did it contribute to creating a sustained differentiation in your commoditized marketplace?  Are you now attracting and retaining better employees? …

Culture’s not always a one-way street.

By Rob Wolff, Senior Consultant In my role of helping CEOs to develop an intentional culture – a culture that’s designed to actually focus on specific success factors and what’s important  – one of the topics that I routinely discuss with employee groups relates to the delivery of what we like to call Legendary Customer Service.  As a consumer who too often receives “barely adequate” customer service, I think every employee of every company could get an easy leg up if this concept were to be embraced. I like to lead these discussions by asking the audience to think about …