Your company culture depends on the quality of people you hire. When building your team, it’s important to look for soft skills. In the hiring process, gauge the candidates’ emotional intelligence. You want to hire people who can avoid unnecessary conflict and can represent the company well. New hires should complement the rest of your team.
Your external brand messaging to customers must be supported by an internal employee culture. If your brand and culture are not in alignment, then you will have customer churn. Remember: Your employees are the best ambassadors for your brand, so it’s important to get hiring decisions right.
Here are three qualities to look for in new hires as you build your team and cultivate your culture.
Your training program in your company may be incomplete. Training is an essential part of building your culture, but many organizations don’t understand how comprehensive it should be. Culture building should be integrated into your training program in order to get the most out of your training dollars. Otherwise you are throwing money away.
Training is not expensive: lack of training is expensive. Take The Container Store, for example. They provide their employees with more than 10x the amount of training their industry average provides. And they pay their employees significantly more than the industry average. And yet their employees have only 1/10 of the industry turnover rate.
The training The Container Store provides their team serves to create the culture that keeps employees working for the company. Similarly, your company needs to incorporate your culture building process into your training program.
Here are the four levels necessary for your training program to mutually reinforce your culture building process.
When people talk about branding, usually they think about a logo. While a logo is a graphical representation of the brand, a brand involves so much more. The brand summarizes all the experiences that people have had with your organization over time. So when we think of branding, we should not focus on solely the logo. Instead, we should focus on holistic branding.
Holistic branding takes into consideration all the interactions your employees have with customers. Your external marketing messages and your internal employee culture must be seamless. What customers experience in their interactions with your employees must be in alignment with what they see in your marketing messages. If they do not match, then customers will be confused. And confusion kills branding.
There are three important factors involved in holistic branding.
Your company purpose is key to your brand differentiation. Knowing why you do what you do will help you draw the right customers to your company. But what if along the way you have lost hold of your company purpose? Or what if you never identified your company purpose? The good news it’s never too late for you to (re)discover your company purpose.
Now, it’s important to remember that your company purpose has nothing to do with making money. It can’t have anything to do with making money. Because making money is only a by-product of your company purpose.
Here are three ways you can (re)discover your company purpose.
The other day I interviewed a CEO for a book I am writing. During our conversation, he told me his company did some research 10 years ago about what differentiated them from their competition. What did their customers tell them? They learned from their customers that it was how the company treated them—the way the employees made them feel—that made the difference. And that has provided them with some strategic branding opportunities.
We can apply a lesson from this story to how we deal with the COVID-19 crisis. The Chinese character for the English word crisis is composed of two characters: one signifies “danger” and the other signifies “opportunity.” At this time, we can choose to look at this crisis for the dangers it presents, or we can look at the opportunities it offers.
Right now, the COVID-19 crisis provides you with some strategic branding opportunities. By providing what your customers and prospects want and need in this crisis, you can cultivate a closer relationship with them. Here are three questions for you to consider how you can benefit others—and benefit your company—during this crisis.
I attended a conference recently when someone asked me, “What exactly is a good culture?” That was a great question, considering that a lot of people don’t understand what it is or why it is important. And here was my answer: “Good culture is your team’s understanding of how they are to behave even when you are not around.”
Without that definition, it’s easy to ignore the impact and importance of culture. But when people understand it in those terms, they see why it impacts everything that their employees do. And they understand the precarious predicament they put themselves if they don’t take their culture seriously.
Here are five ways that a good culture benefits your organization.
Superbowl LIV showcased two great teams who provided their fans with an exciting game. But the main event in many lopsided Superbowl contests are the advertisements. The price tag of these ads requires that the companies who pay for them understand exactly how they want to position themselves in order to create a distinctive brand.
Strategic branding requires understanding the relationship between your company and your customer. To strategically brand your product or service, you must know precisely what you want to convey—and why.
Here are three steps to create a distinctive brand.