Manage People at the Speed of Change

How did Jet Blue, win the J.D. Power award for highest customer satisfaction 9 years in a row? How did they build the right culture to revolutionize an industry? Jet Blue’s former EVP of People, Ann Rhoades, shows you how. This article contains excerpts from Chief Optimist Magazine. To read the full article online click here Chief Optimist. The article also features Ann in a video talking about innovation, adapting to change, and why it’s … Continue reading →

How to Create a Customer-Centered Corporate Culture

By Micah Solomon, a customer service speaker, customer service consultant, author and entrepreneur.   His latest book is  High-Tech, High-Touch Customer Service.  A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will serve you for years—and inoculate you against competitive inroads.  And unlike other business advantages, a strong company culture is almost entirely knockoff-proof.  Why?  Your competitors can be 100% relied on to not take the time to focus on the … Continue reading →

Company Focus: The Company that Culture Built-Infusionsoft

Companies who are living their values and exemplifying the concept of a high performing people-centric culture deserve recognition.  They serve as an example to model, learn from, and even envy. Today’s company focus in on technology company Infusionsoft “The company that culture built” At Peopleink, we are pleased to see Infusionsoft’s focus, from day one, on building an exemplary culture through lived values … Continue reading →

The Value of a Chief Culture Officer in Your Company

By Kyle Lagunas, guest writer. The Society for Human Resource Management (SHRM)/Globoforce Winter 2012 employee recognition survey reported that 90% of the 770 HR leaders surveyed identified culture management as an important or very important challenge for their organization. To help address this challenge, more companies are hiring culture leaders or adding responsibilities to existing roles within the company. But should this role fall on one person or or does it reside with everyone in an organization? … Continue reading →

Five techniques to vastly improve your interviewing and hiring results

We’ve talked in prior articles about the importance of consistently living company values through clearly defined behaviors and why this is important. Today’s article is HOW TO select people who fit the values you have defined for your company. Later in this article we have a product recommendation for you that makes the hiring process simpler and more effective. This product is directed towards the hospital and healthcare industries yet the principles discussed next can … Continue reading →

Psychology At Work-Happy Employees Give Better Customer Service

By Alexa Thompson. (Alexa writes for an online psychology resource providing prospective students and professionals with useful information about the study of psychology.) Employees give what they receive. Businesses understand what good customer service is but are sometimes disappointed when delivery of a product or service is combined with poor employee attitudes.  Clearly customer service training and expertise is important in delivering a positive customer experience but how does the environment employees work in affect … Continue reading →

A Customer Service Culture-Congratulations to JetBlue Airways Award

Congratulations jet Blue on another customer service award. Below is a June 13th letter from David Barger of JetBlue Airways informing crew members of the eighth consecutive J.D. Powers award for highest customer satisfaction. JetBlue continues to astound. If your looking for an example of how organizational culture can drive performance & customer satisfaction, look at JetBlue Airways. … Continue reading →

Built On Values-Candidate for 2011 Book Award

Ann Rhoades’ Book on Organizational Culture becomes an Award Candidate Thanks to everyone who has purchased the book Built On Values-Creating an enviable culture that outperforms the competition  by Ann Rhoades.  People Ink has received positive feedback from business leaders, companies, and clients about the value and usefulness of the book.  It is now a candidate for the 2011 800-CEO-READ Business Book Awards.  Nominees for the the 2011 awards are posted here The winning books, … Continue reading →

Values-Based Culture The New Hot Topic in Business Management?

Values Based Leadership and Cultures Based Upon Values is now apparently Hot. A recent online article by The Economist Magazine reports that Walmart is trying to instill a “Values-Based” organizational culture. Congratulations. If you need help please call us 🙂 “AS WALMART grew into the world’s largest retailer, its staff were subjected to a long list of dos and don’ts covering every aspect of their work. Now the firm has decided that its rules-based culture … Continue reading →

Employee Engagement Starts by Hiring “A” Players.

Gayle Watson, V.P. Of People Ink answers questions about employee engagement and organizational culture. Employee Engagement and Management Practices. Question: Lately I’ve been reading about employee engagement at work and strategies to help promote employee engagement. To me some employees seem more motivated about doing a good job and it’s not really a management issue. Do you think an engaged workforce is up to management or is it that some people are just more engaged … Continue reading →

Defining Your Organization’s Values-A Step towards Intentional Workplace Culture

We recently received this question from a reader: “I have a quick question….  I am working with a client to define “values.”  Bought your book and discovered that the Values Team is doing much of what you suggest, which is nice to learn! However, we are getting very hung up on what is a value, vs. a strategy.  I don’t find any distinguishing definitions in the book.  Any help?” What are Organizational Values? This is … Continue reading →

Interview Strategy-Your Quest to Attract Top Talent

Hire the Best People with a Values-Based Interview Strategy By: Ann Rhoades, author of Built on Values: Creating an Enviable Culture that Outperforms the Competition (Jossey-Bass, 2011.) In your quest to attract top talent, are you hiring too many people who are just average? Why not let your best people help you select candidates who are a better fit for your corporate culture? Getting your best people – your A Players – involved in the hiring process … Continue reading →

How Google has become one of the world’s most enviable workplaces

Can lava lamps and beanbags REALLY inspire innovation? This is a guest post by Kursty Groves of EnviableWorkPlace.com (visit their site to read more interesting articles on workplace culture, design, creativity) News travels fast when there’s a new cool office that’s been opened – especially when that office belongs to one of the most talked-about companies in the world: Google.  With about a billion requests processed per day by the ubiquitous search machine, Google’s bid … Continue reading →

Corporate Culture Award of Distinction to Juniper Networks.

Congratulations to Juniper Networks for making the list of World’s Most Ethical Companies for 2011. We are very pleased that one of our former clients is being recognized among the top companies in the world. 🙂 What follows is  a letter written to Ann Rhoades of People Ink from Gregory Pryor, vice president of leadership and organization effectiveness at Juniper Networks. … Continue reading →

Creating a Successful Corporate Culture-Q&A

Overdrive: How integral is a company’s culture to its overall success and profitability? AnnR: Every company has a culture, but a negative culture – where employees feel used up and spit out – works against your ability to succeed and make profit. You need a positive culture that empowers people to outperform the competition.

Continue reading →

Expert Ideas on Creating Your Organizational Culture (Podcast)

Ann Rhoades is featured on The Cranky Middle Manager Show. You can download the audio podcast or listen to it online. Useful and practical ideas on shaping your companies organizational culture. Below are the show notes of topics covered in the podcast:

Continue reading →

Built on Values – Inspiring a Values-Rich Organizational Culture

Some leaders believe that all they need to do is proclaim a set of values and organizational culture will magically change, but that does nothing to retool the values that control actions on the front line. Changing those inherent values takes more effort and can’t be done by any leader or executives acting alone.

Continue reading →

Build Customer Loyalty with Transparency

A great deal has been written about customer service. But in our experience,
transparency is the differentiating factor between good and great customer service companies.
Leaders who… make decisions based on what is “right” for the customer, above all other considerations, win customer loyalty in the long term leading to sustainable bottom-line results.

Continue reading →

Retain Your Best Employees by Re-Recruiting Them Daily

But it isn’t enough just to hire “A” players. You must continually exceed the expectations of your people and re-recruit them every day. Don’t make the mistake of failing to recognize or spend time with “A” players. Leaders often assume “A” players don’t require attention.

Continue reading →

The Hiring Model for Values Based Cultures and Organizations

Values Based Leadership Involves Recruiting and Hiring “A” Players
One of the most important things you can do to create and sustain a values-centric culture, is develop a system for recruiting and hiring A players who mirror your values. What are A players? They are people who authentically live your company’s values daily. They can be anyone at any level of the organization. They are people who are dedicated and successful in their jobs and care about getting things done right. Obviously those are the kinds of people you want on your team.

Continue reading →

Corporate Cultures Built on Values and People

Leading a corporate culture based on values is easier said than done. The most successful organizations today have leaders who understand that they are responsible for the cultures of the organizations. They understand that the success of the organization depends completely upon the people. And they understand that success is about creating a place where people are inspired to perform at their highest levels.

Continue reading →