Study after study is showing the importance of experience in the business world. Whether you are a for profit or a nonprofit organization, this book can help you engineer an experience culture in your business.

Culturrific! will walk you step by step (we call them stops) through every part of the culture change process. This book follows the exact same model we do at our consulting practice. It is practical, not theoretical and laced with proven ideas and techniques.

Here is the process (roadmap) the book follows.

Design Phase

Stop 1             Define Your Company Product

Try to decide what it is your customers are paying for. This is not as obvious as it sounds.

Stop 2             Cast Your Vision

This step will set the tone for the rest of your culture-building activities because it outlines the guiding principles of your new experience culture. It includes the five basic elements of a culture and sets the emotional tone for your company.

Stop 3             Craft Your Purpose

There is a definite difference between a company’s purpose and its vision. You’ll learn about this difference in this chapter.

Stop 4             Create Your Experience Formula

This will be the culmination of your efforts thus far and will serve as the tool for your employees to use when it’s their turn to drive.

Stop 5             Define Your Route

This is the stop where you plan how you will roll out your new service culture. What steps need to be taken to change: posters, signage, policies, and procedures – all of the visible and unvisible parts of your culture. This is not an actual chapter in the book, but probably the most important stop on your journey. 

Implementation Phase

Stop 6             Casting

You must start with how you hire and why you hire. Turn your Human Resources Department into a Casting Department. Nothing will side-swipe you more than adding new talent into a culture change that is not aligned with the new culture.

Stop 7             Training & Development

Redesign your approach to training. Create and maintain a corporate university to maintain your corporate culture. Adapt new methodologies and a new culture class for your training efforts. Training is no longer a nice thing to work in when you get the time; it’s part of the job description.

Stop 8             Establishing a Learning University

The best way to make an experience culture work is to create a functional corporate university, which models itself after a traditional university. This is an important stop that will not be fully completed for years.

Stop 9             Awards and Recognition

The catalysts in the culture change formulas are the tools of awards and recognition. What gets rewarded gets repeated.

Stop 10           Create a Culture Council

To keep your new experience culture alive, you must do it from the front line, not the top line. Establish a foundation for your culture to grow itself.

Stop 11           Prepare for Resistance

Whether you are a company of 10 or 100 or 10,000, you are about to change the lives of every one of those people. You can’t blame them for being afraid. Change is about fear – the fear of the unknown. Plan for it and you will not fall prey to its powerful call.

Stop 12            Celebrate!

Do we really have to tell you what to do on this stop?

Experience Culture