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Culture is the collective mindset and attitude of your employees. The mindset they bring to work every day determines how they will take care of your customers, how much effort they will put into their work, and whether or not they will stay with you long term. The research from across industries is clear: when your employees are more engaged, your company is more productive and profitable--leading to better shareholder returns. Culture is no longer just a Human Resource thing, it is
the most important thing in business today.
Culture Hacker is the complete guide to understanding your employees' mindset, designing a strategy to elevate their experience, and executing a thoughtful, "below-the-radar" culture change.
Culture Hacker will improve your customer satisfaction, employee retention, and organizational performance...and that leads straight to higher profits and productivity.
List of contents
Introduction: The Journey from Customer Experience to Employee Experience xi
1 Culture: More Than Just an HR Thing 1
2 Values: Not Some Philosophical BS 13
3 Selection: The Right Fit over a Warm Body 25
4 Orientation and Onboarding: Your Sink-or-Swim Strategy is a Terrible Waste of Talent 37
5 Performance Management: How We Fail to Maximize Our Employees' Abilities and Talents 55
6 Coaching: Giving Feedback, the Most Misunderstood and Poorly Executed Leadership Task 73
7 Strategy, Scores, and Plans: The Real Reason Your People are Not Engaged 87
8 Recognition: It's Time to Stop the Meaningless and Mundane Awards Process 101
9 Tough Conversations and Decisions: Why We Have People Who Would Be Better Off as Customers than Employees 113
10 Career Development: It's at the Heart of Long-Term Employee Commitment, Yet No One is Doing Anything about It 127
11 Communication: Why One Size or One Way Doesn't Fit All 139
12 Product, Place, Process, and Perks: The Other Four P's That Define the Employee Experience 161
13 Leadership: Why We Have So Many Managers but So Few Leaders 173
Afterword: Change-It's Not Just Something Everyone Else Does 183
Acknowledgments 189
Index 191
About the author
SHANE GREEN is a world-renowned keynote speaker, author, television personality, and consultant to global Fortune 500 leaders on customer experience and organizational culture. Shane draws on his foundation at The Ritz-Carlton Hotel Company and his work in multiple industries, to help clients transform customer experiences by improving employee habits and mindsets. As president and founder of SGEi, Shane leads a team of professionals who inspire iconic brands, like the NBA, Westfield, Foot Locker, Net Jets Inc., W Hotels, and BMW to reprogram their employee experiences?in order to create loyal customers and raving fans.
