HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY
"I LOVE THIS BOOK!"—CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me
"When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization."—MARSHALL GOLDSMITH, executive coach and New York Times bestselling author
"Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make 'satisfied employees' the priority."—LISA BODELL, CEO of Futurethink and author of Why Simple Wins
"This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees."—CHIP CONLEY, New York Times bestselling author and hospitality entrepreneur
The question is not, "does your company have a culture?" The question is, "does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?"
Every executive and manager has a responsibility to positively influence their workplace culture. Culture Hacker gives you the tools and insights to do it with simplicity and style.
Culture Hacker explains:
- Twelve high-impact hacks to improve employee experience and performance
- How to delight and retain a multi-generational workforce
- The factors determining whether or not your employees deliver outstanding customer service
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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 experiencesin 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
Most Helpful Customer Reviews
This book is very inspiring for me as a business owner. I passed it on to my HR leader so we can discuss.
Awesome book! I love the end-of-chapter bullets to quickly refresh concepts.
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!
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.
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.
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.
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.
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.
This is a great book. It really helped me to think differently about business culture.
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!
This is a great book. Highly recommend.
I got this from a cheaper book source on Tuesday and started reading it right away it is very good