Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture; and the most effective work cultures for customer service. In Shep’s opening monologue, he talks about the difference between a repeat customer and a loyal customer. The Interview with Karen Jaw-Madson:Karen’s book, Culture Your Culture, is intended as a step-by-step how-to guide for organizations looking to design, customize, and sustain their company culture.It’s important to plan your culture with intention rather than letting it happen by accident. Customization also needs to happen instead of copying what other companies have done; culture is nothing without contextual framework. Culture must be intentional and relevant to its intended context.Companies must do three things to hone their culture. First, they must practice organizational mindfulness—i.e., pay honest attention to what’s in front of them at all points of the process. They must have a willingness to follow through on processes. Finally, and most importantly, they must actually change.Changes need to be implemented consistently for companies to get “good”. Organizations need to commit to ongoing behaviors, mindsets, and processes in order to see results.Organizational leaders must demonstrate the changes they wish to see implemented. Culture starts at the top and is felt throughout the whole company and then by the customers.Treat customers as a part of the company, an internal force. The best customer service cultures are flexible, people-centered, and consistent. Remember: we’re all Think about your company’s top goal and priority for culture, and imagine potential consequences if nothing were to change in one year’s time. Let that drive your commitment to change and develop your company-wide culture.Quote: “See customers as co-designers of the mission of your company.” - Karen Jaw-Madson About: Karen Jaw-Madson is an organizational expert and versatile leader across multiple fields. She is principal of Co.-Design of Work Experience and the author of Culture Your Culture: Innovating Experiences at Work. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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