Your customer and employee experiences don’t jive like they used to. And, for the first time, retention is becoming a challenge.
Dwelling in the back of your mind is the sneaking suspicion that you’ve lost control.
You’re ensnared in the demands of growth. What once felt like a rush now feels like a bit of a trap.
Dwelling in the back of your mind is the sneaking suspicion that you’ve lost control. The work that drove $50 to $100 million in annual revenue felt like a calling. Now, the priorities that sustain $250 million in revenue (and 500 full time employees) feel like a grind. The whispers you overhear don’t breed confidence. “This place just isn’t the same.“ “We used to be good at solving problems and getting things done.” “We used to have the permission to put our customers and people first.”
Your culture used to be an extension of you and your values: your courage, agility and compassion. Your values used to articulate qualities worth having. Now, they’re mere vagaries straight out of a thesaurus. They’re anodyne. They don’t matter. Worse yet – you get the sense that your culture is starting to stifle innovation. It’s been awhile since you’ve gotten excited about a new idea, offering or approach in a long time. Your customer and employee experience doesn’t jive like it used to. And, for the first time, retention is becoming a challenge.
Irrespective of the symptoms, deep down you know the root cause is this: the non-owner leadership, or the middle management layer that you established, hasn’t truly internalized the things that make your organization remarkable. Moreover, they can’t value what they don’t understand. So, they don’t see why your values matter and how those values drive performance. They don’t see how your organizational ethos is woven into the way your operational processes are designed and, perhaps more importantly, how your people are treated.
If you can feel the strain, you can bet that your customers can, too.
“Charles quickly learned about our industry and culture, and his work has generated many ideas that are currently being put into action. He’s a person of integrity who is intelligent and results focused. The knowledge and skills he brings to the table will not disappoint.””
How We unharness your culture
We help organizations unharness their culture through an array of marketing and innovation research techniques that study how your culture drives your customer experience, operational process, and the intrinsic motivation (and performance) of your employees. Our findings are often applied toward employee retention initiatives, enhancements to employee experience and inputs to operational process and service delivery model improvements from an employee perspective.
In short: we’ll identify the characteristics that make your company truly remarkable and then apply those characteristics towards a framework that will teach your leadership and management teams why those characteristics matter – how those characteristics can be applied to clarify the big decisions and tradeoffs they encounter in their day-to-day work. The end result: durable growth that won’t dilute your culture.
Let’s talk a little bit about our offerings and the investment our work necessitates.