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We all know that change is hard. While innovation is the lifeblood for growth in organizations, our many negative experiences with change often limit our openness to new ideas. Even with the best of intentions, by the time we become leaders of an organization, our accumulated expertise and experiences can take an unconscious toll on our ability to lead from a place of curiosity and openness. However, by becoming aware of our less effective thought habits and beliefs, we can challenge the way we think and ultimately show up as better role models for our teams.

We have identified “microbehaviors” – small, often unconscious actions and attitudes – that have a macro impact on the culture and performance of teams. These microbehaviors are logical and often well intended, but they can have unintended consequences. Left unchecked, they can strip your team of a sense of ownership and significantly affect the performance and growth of your people. Our playbook walks through a typical team scenario to showcase how you can recognize these dynamics in the moment and what you can adjust to create significant impacts.

Digital is another, often key component of an organization’s strategy. A culture needs to be shaped to embrace and accelerate digital and innovation as crucial elements of an organization’s future, but also to embrace, shape, and reinforce related priorities, such as sustainability, diversity, and simplicity. Your culture can accelerate digital transformation and innovation more broadly through these four principles of culture shaping: purposeful leadership, personal change, broad engagement, and systemic alignment.

Our decades of work helping leaders shape both customer and employee experience suggest that’s the wrong place to start. Great customer service starts with a mindset: how you and your people think about the work they do and the customers they serve. When mindsets change, the right behaviors naturally follow, or can be trained and instilled more readily, which leads to a better customer experience and all of the benefits that accompany it.