University of Minnesota - UMN Executive Leadership Insights
Culture Hacker
Book

Culture Hacker

Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance

Shane Green
Wiley, 2017
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Editorial Rating

7

Qualities

  • Applicable
  • Concrete Examples
  • Engaging

Recommendation

If your employees aren’t happy, your customers won’t be happy. If your employees are unhappy, they’ll leave, and so will your customers. Consultant Shane Green explains how the best corporate culture can catapult a firm to the top. Green comes from the hotel and hospitality industry – specifically, from Ritz-Carlton Hotels. That’s where he learned to put employees first and that if you don’t take care of your people, they won’t take care of your clients. In this intelligent manual, Green expertly explains why employee well-being should be your top goal as a leader.  He uses detailed case histories to illustrate why firms with strong corporate cultures are more likely to succeed. To help you reach that target, he explains how to develop a culture that sustains your employees, makes them proud to do their jobs and helps them love coming to work. getAbstract recommends Green’s instructive book to all executives. 

Summary

Put Employees First

Today, every business must operate in the “employee experience economy,” which has replaced the “customer experience economy.” Your employees are your company’s most valuable assets. Take care of them, and they will take care of your firm.

Starbucks and other top firms believe that when their employees are happy and content, so are their customers. The attitudes of your employees depend on their group experience at work and directly affect your customers’ experience.

You can’t exaggerate the importance of corporate culture. As the late business expert Peter Drucker once said, “Culture eats strategy for breakfast.”

To keep your employees happy, build a positive corporate culture that relies on their shared mind-set. Employees who operate amid a positive culture work harder and treat customers better. They are more satisfied and productive, and more likely to stay with your company.

This objective gives you a responsibility if you are a leader in a company with a negative culture and unhappy employees: You must take action. Become a “culture hacker” – an executive who takes positive steps to improve the corporate...

About the Author

President and founder of SGEi, consultant Shane Green works with global Fortune 500 leaders on customer experience and organizational culture.

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