Change Leadership Watch
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Change Leadership Watch
How change happens and who is leading it.  For the BEST of the BEST curated news SUBSCRIBE to our monthly newsletter via  Reveln.com/Tools/ (We never SPAM!)
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Scooped by Deb Nystrom, REVELN
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Accessible Leadership: Why the CEO needs to drive communication & culture change to improve customer experience

Accessible Leadership: Why the CEO needs to drive communication & culture change to improve customer experience | Change Leadership Watch | Scoop.it
Leadership Required: Why the CEO needs to drive communication and culture change to improve customer experience.


A simple but not simplistic 3 point list of a leader's role in communicating with all hands in culture change. From Experience Required™


Excerpted:



The CEO’s role must be one of brand champion...[to] ensure that the company’s brand strategy is implemented, instead of becoming just another “thing” that everyone should do.


Here are three things leaders can start to do today to ensure greater success:


#1. Be visible.
Employees need to see you (literally) leading the effort ...[to] know that you truly believe in its value and its impact. Get out and develop relationships with your employees. ...[and] hear what’s really going on from those that directly interact with your customers.


#2. Give feedback regularly.
Recognize employees often with specific feedback on what they did well. Help them connect to the purpose and how their individual efforts fit in with the big picture.


Giving their work greater meaning helps them realize they’re working for a company they can be proud of. 


#3. Demonstrate quick wins.
Make it a point to regularly update employees on progress. Show them how their feedback led to actionable improvements in process, employee, and customer experiences.


You have to walk the talk and show you’re prepared to make changes that improve the experience. Once your employees realize their input is valued, they’ll open up more and be more motivated to follow your example.

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Scooped by Deb Nystrom, REVELN
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Russell Goldsmith of City National, on Storytelling’s Power in a Powerful, Positive Culture

Russell Goldsmith of City National, on Storytelling’s Power in a Powerful, Positive Culture | Change Leadership Watch | Scoop.it

The power of a story to teach, reinforce culture, and reward behavior, is central for how this bank executive leads at City National Bank in Los Angeles.


This reminds me of the power of the story by consulting colleague, Dr. Rick Fenwick, of Fenwick-Koller Associates.  We recently completed another round of Team Concept training for the UAW workers at GM Powertrain.  Our 4 day session is nuanced by story, Rick's colorful examples as well as stories shared by team members, learning about managing team experiences, including tools to help.


Goldsmith's example below embeds recognition and reward of the story into the culture of City National Bank.



Excerpt:

Russell Goldsmith is chairman and chief executive of City National Bank in Los Angeles. In its “Story Idol” competition, he says, employees talk about “what they did that promoted teamwork or helped a client by going the extra mile.”


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We [taught] people how to share stories [including] something called “Story Idol,” and every quarter there’s a competition...

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...we have a lot of great stories to tell. If you look up City National, one of the stories you will see is the story of Frank Sinatra’s son who was kidnapped. The first C.E.O., Al Hart, was a real friend of Frank Sinatra’s and famously opened the vault on a Saturday and got the ransom money. That happened in the early ’60s, but people are still telling that story. It’s a source of pride.


We brought in consultants to teach people how to share stories in a more organized way that underscored the culture. We do something called “Story Idol,” and every quarter there’s a competition among our 79 offices.


It’s a way to give colleagues a pat on the back and a moment in the sun for doing the right thing, and it democratizes and decentralizes positive reinforcement.


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...what matters most is the recognition, and the respect from your peers as you stand on the stage in front of 300 people.

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The people who submit the winning stories [Story Idol competition] all get iPads. The winners themselves ...get significant cash awards. But what matters most is the recognition, and the respect from your peers as you stand on the stage in front of 300 people.


Read the full post via the New York Times by author ADAM BRYANT here.


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Thanks to my change colleague, Liz Guthridge, @LizGuthridge, for the heads up. If you have a change leader that merits a look via this curation stream, let me know via DebNystrom@Reveln.com or suggest it as a curation post in ScoopIt.


More about us, on the Fenwick Koller Associates team with Reveln Consulting is here.

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