The Brand Inside

Last week, I highlighted Boeing’s 787 Dreamliner project as a dramatic example of using diversity to create breakthroughs. Attracting talents from different industries to imagine a new kind of commercial airliner and to turn ideas into reality. Fast-forward to October 2024, and the same company is in very different circumstances. So, what has changed? #culturechange #boeing #organisationalculture https://lnkd.in/dcHau3gi

Marketeers consistently talk about consistency. That’s because it’s important. But it’s equally important that all employees and others who represent the brand are also consistent in the way that they treat customers. Mike Dickson shares his personal experience of inconsistent promises by brands in today's article: #consistenctbrandpromise #consistenttreatment #inconsistencytrap https://lnkd.in/dkfgryip

Diversity is quite the buzzword. In budget season 2025, meaningful business plans will require attention to the topic. But if you have ever felt that diversity is just another box to tick, we beg to differ. #diversityandinclusion #diverseteams #diversitysuccess https://lnkd.in/dUFvZHmg

Have you ever contacted a Customer Service department as a customer of one of the many companies that claim to provide a service? If you have, I’m willing to bet that one of the first messages you received was, “We apologise as we are very busy at the moment?”. Which prompts the immediate question: “Busy doing what?” #customerexperience #customerservice #diligentservice https://lnkd.in/dddZTSf2

By rapidly understanding what the brand that they represent is all about, any new employee will be on the fast track to effectiveness. Whether they are working from home. Are in the office. Or combine the two. #remoteworkplace #hybridworkplace #newnormal https://lnkd.in/dRgf7mVy

When a hotel delivers an outstanding guest experience it’s often a measure of how well the best aspects of organisational culture and national culture have been combined. #hotelexperience #motivatedstaff #companyculture https://lnkd.in/dmeMS43D

In many well-established cultures that seem okay from the top down, we often encounter a psychological condition known as Learned Helplessness in the middle ranks.  Helpless employees will resist change initiatives. They believe their contribution will not affect the outcome. Their resistance can manifest as passive compliance or outright opposition, undermining efforts to innovate or adapt. #helplessness #organisationalculture #demotivatedstaff https://lnkd.in/d-fYtqa6

Culture change is mainly about creating a popular movement among employees that is pro-change. But sometimes, they are not the issue. Instead the block can lie in a senior management team who are comfortable with the status quo and see no reason to disturb themselves. https://lnkd.in/d293VTty #culturechange #changeleadership #transformativeleadership

In issue #7 of Cultured Conversations, Chris discusses Anger Management, Culture Dividends, Succession Plans, and Human Brainpower. #Culturetransformation #Employeeengagement #Leadershipdevelopment #Emotionalintelligence

Have you noticed the increasing overuse of the word Empathy? Too often it’s used in platitudinal ways to describe the behaviour needed to drive successful customer and employee relationships. These platitudes do Empathy a disservice. Because, as Mike Dickson opines, when applied effectively it can become a key link between what a brand promises to customers and how employees then fulfil that promise. #empathy #empathicservice #customerexperience https://lnkd.in/df4cuRXG