Customer Service Revolution | Customer Experience & Employee Experience Insights 014: If It's Worth Doing, It's Worth Doing Wrong with Arnie Malham
Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right.
In today's episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of.
Chief Revolution Officer John DiJulius of the DiJulius Group chats with Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes uncomfortable message on leadership to thousands of entrepreneurs.
Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations.
Here are just a few takeaways:
- How does culture reflect leadership?
- Why you need to get it wrong in order to get it right
- Complete mindset shift from getting the right people to solve your problem to creating a culture that attracts the right people to solve your problem
- In building a world-class organization, which is more important? Hiring or culture & training?
- The leader as the bottleneck of an organization
- How do entrepreneurs transition from small business to big business?
- The biggest mistake a business owner can make
- 3 things that will allow you to compete with any business
- Creating your policy manual as guidelines for success, not some rules for failure
- How do you create a culture of transparency and flexibility in your organization?
- Placing important symbols of culture in your workplace
Resources mentioned:
Grab a copy of Arnie Malham's book, Worth Doing Wrong: The Quest to Build a Culture that Rocks
https://www.amazon.com/gp/product/B01M9J900Z
Dare to Lead by Brené Brown
https://www.amazon.com/Dare-Lead-Brave-Conversations-Hearts/dp/0399592520
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