As Hostelworld considered a pivot from a hostel booking platform to a mission-driven company fostering social connections, CEO Gary Morrison knew that cultural transformation was essential to support the business transformation. To align with this new direction, Morrison implemented an innovative, AI-powered performance review system from Incompass Labs. This approach enables unbiased 360-degree feedback, focuses […]
If you’re considering issuing an order to your employees to head back to the office, you might learn valuable lessons from the differences between Amazon and Dell approached the change. For example, a significant change in employee experience such as an RTO order is one of the most important instances in which leaders should apply the […]
Customer centricity goes beyond good intentions—it requires a fundamental shift in how a company operates. Unlike businesses that prioritize products, profits, or efficiency, a customer-centric organization begins with the question, “What does the market need?” This approach focuses on delivering exceptional customer experiences (CX) and measures success through customer outcomes, not just sales or shareholder […]
“Is having a sacred playbook an asset that companies should preserve at all costs, or does it become a liability holding companies back as the world around them changes? Is there a point at which a company’s size, growth, and industry-spanning tentacles make a unified culture of decision-making and inventing impossible?” These questions, posed in […]
Brand power comes from keeping – not only making – promises. And to keep your brand promises, your brand and culture must be aligned and integrated. In other words, brand-building requires brand-culture fusion. But a recent HBR article by Roger L. Martin, former dean of the Rotman School of Management, and a couple of LinkedIn […]
Your core values can’t simply be words on your website or on a poster in your office; they must be used. Learn how Amazon uses its core values in my new post on LinkedIn: Do You Use Your Core Values Or Just Talk About Them? related: Do Your Core Values Have Teeth? Fusion: How Integrating […]
The principles in my book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest can be applied to employees, employee experience, and employee engagement. For example, in WGBD, I explain that Great Brands Avoid Selling Products. Instead of simply focusing on selling products or services to customers, great brands […]
It’s one thing to know there is a link between culture and performance – it’s another to prove it, much less to quantify and track it. In my new article on LinkedIn, Link Culture to Performance Through Metrics, I share about a report that provides tools and frameworks for culture measurement. Enjoy! related: Assess Brand-Culture […]
Social media influencers and AI platforms are changing the way we connect with customers; they are also changing the way we use brands. Today brands are not only marketing outputs and strategic inputs. They are – or at least they should be – cultural cornerstones. Here is why. related: Prepare Your Culture for a Recession […]
How do you build a great brand? Ever since I wrote the book What Great Brands Do, I’ve been on a quest to discover and share answers to this question. While all seven brand-building principles that I introduced in the book still are important and relevant today, the one that has risen to the top […]