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

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

by Shane Green

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Product Details

ISBN-13: 9781119405726
Publisher: Wiley
Publication date: 04/24/2017
Pages: 224
Sales rank: 594,912
Product dimensions: 5.90(w) x 9.10(h) x 0.70(d)

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.

Table 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

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Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance 5 out of 5 based on 0 ratings. 12 reviews.
Jeremy_Goldstein More than 1 year ago
This book is very inspiring for me as a business owner. I passed it on to my HR leader so we can discuss.
Merin More than 1 year ago
Awesome book! I love the end-of-chapter bullets to quickly refresh concepts.
MarkCarroll More than 1 year ago
This book is making me rethink my classroom culture. It also applies to our administration and how we work togehter behind the scenes to create great environments for teachers. Great find!
C_Abramson More than 1 year ago
I spent 22+ years in the USAF where leadership and management best practices were emphasized throughout. Culture Hacker, by Shane Green, addresses several of these practices (core values, performance management, feedback/coaching, recognition) but with more description and often with real examples from business. His first few chapters stresses the importance of establishing a culture within your company (a common mindset and attitudes) and the establishing values that govern how employees act and interact. Next he focuses on hiring and orienting new employees. Not just finding the right person for the job, but the often overlooked onboarding process. So many times have I observed very poor orientation practices leaving new employees to sink or swim on their own. The next chapters focused on performance management, feedback, recognition, accountability, and career development. These areas were very common in the military, but often not done well. Shane emphasized also the importance of being consistent. Feedback doesn’t hold much meaning if it is not done in a consistent manner at regular intervals. And then work with employees to plan how their careers need to develop. I particularly liked his section on the hard task of having to fire an employee who does not meet up to expectations. Near the end of the book Shane introduces what h calls “The four P’s” that define the work experience: Product, Place, Process, and Perks. I had never quite looked at work that way but it rang true. I would recommend this book to any leader or manager of people. What Shane presents and the examples he offers can be of great benefit in any work environment.
Vira-Tomchuk More than 1 year ago
This is an excellent book, but why is it listed in change management? It is book about company culture. I like that the author focuses on practical tips to improve existing cultures, whereas other books pretend no culture exists and one can easily be made from scratch.
Nathan Fergason More than 1 year ago
This book is a giant pep talk for leaders and companies everywhere! I can't wait to work with a company that actually puts these ideas into action.
Joanne_Miyasato 8 months ago
Such a great book. This made me rethink the employee experience that I'm providing to teams, and what I want to do differently. I really like how the chapters focus on specific areas that influence the company’s culture. I appreciate Green's straight-up style of writing and telling you how it is. The example he provides brings it to life and gives you understanding of how company culture can be done really well.
Rachel Fergason More than 1 year ago
Culture Hacker was an incredibly inspirational read. The straightforward style of writing was friendly, and the content was immensely relevant to the current state of business around the world. I learned a lot from Shane Green. I really appreciated learning about his experiences; they really brought the different concepts to life.
CassieWilson1705 More than 1 year ago
This is a great book. It really helped me to think differently about business culture.
NE_Abramson More than 1 year ago
I've never seen a more practical guide to changing what's wrong in your company, and getting everyone else on board to making these changes, too. It's empowering to know that culture can be changed!
JTKlein More than 1 year ago
This is a great book. Highly recommend.
DeliaLasseau83 More than 1 year ago
I got this from a cheaper book source on Tuesday and started reading it right away it is very good