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Walking Your Talk | Culture Change & Leadership
By Carolyn TaylorSociety & Culture
Walking Your Talk | Culture Change & Leadership episodes
- 33: Customer-centricity series - When bad news avoidance meets conflict avoidance
It is better to be hurt by the truth than comforted by a lie. We have to really probe to discover how customers are feeling about our products and services. In this final episode of the year, Carolyn explores how we can work against our tendency to avoid bad news in order to attract, retain and delight more customers.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com14 min - 32: Customer-centricity series - Indispensable is the benchmark - does your business hit this?
In a truly customer-centric organisation, delighting customers is everyone’s job, not just those who have direct contact with them. Find out what that could mean for you, whatever role you play.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com12 min - 31: Customer-centricity series - Be in love with your customer not your product talk to their heart
A product focused mindset can block the empathy that's needed to see your offering within the context of the customer’s broader life and what is important to them. The technique of seeing the world through your customer’s eyes is harder than it appears. Find out more in this episode.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com12 min - 30: Customer-centricity series - Beware self-absorption, it kills empathy
How good is it when we feel we are the most important person in someone else’s world? That’s what we want our customers to feel. But self-absorption leads to a focus on our own priorities and pressures, and customers quickly feel like one more thing to deal with. This episode covers some ideas for turning this around.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com10 min - 29: Customer-centricity series - Are you deeply curious enough to know their world?
'Know your customer’ is often too superficial an expression to describe the deep curiosity about a customer’s life that differentiates the truly customer centric individual. In this first episode in a series on customer-centricity covers what it takes to understand your customer well enough that is changes what you do and how you think.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com14 min - 28: Empowerment series - Is empowering others counterintuitive to you? That wouldn't be unusual
Increasing empowerment makes demands on both parties, the empowerer and the empoweree. This episode on Empowerment covers some of the challenges an empowerer faces, in particular because the very characteristics that served to advance our career as a leader in the past can become barriers to empowerment in the future unless they're faced and overcome.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com13 min - 27: Empowerment series - Empowering others is a process, where are you on this journey?
There is an incremental path to empowering others, which, when follows leaves both parties feeling confident and business risks taken care of. Empowerment is not about jumping from full control to abdication. In instead by assessing each situation and each person individually, leader can use empowerment to deliver the best results.
Download the Empowerment eBook: https://www.walkingthetalk.com/empowerment
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com13 min - 26: Empowerment series - Change your language, it drives empowerment
Choice is empowering. Specific language - such as "I choose to", "I will", is much more empowering than others - "I should", "I have to". When you change your use of language, you force your own mind to realign its assumptions about choice, move away from feeling trapped or a victim, and open up a world where there are many more options and solutions.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com15 min - 25: Empowerment series - It really is down to you - but that's good news, right?
We have more power to feel empowered than we think. In particular, we can design many elements of our life around the people and circumstances which give us power. In this episode Carolyn tells a very personal story of her route to empowerment under difficult circumstances, and shows how everyone has options in terms what they allow in their life and what they wak away from.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com15 min - 24: Empowerment series - "If you own the story, you get to write the ending"
Empowerment should not something that is granted to you, it starts as something you claim for yourself. This new series on empowerment starts with the necessary change in mental model that needs to occur to feel empowered in your life, rather than a victim to the whims of others. Remarkable transformation can happen when we find that empowered place for ourselves, and act accordingly.
Buy the Walking the Talk book: https://amzn.to/3WunDBA
Buy Accountability@Work book: https://amzn.to/3ZmOSQB
Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com12 min
About Walking Your Talk | Culture Change & Leadership
From the publisher's feed
This podcast is about leadership, authenticity and courage. Every episode is a personal development experience showing you how you can transform yourself and thus transform those around you and ultimately the organisation within which you work. Take a stand, choose a value - accountability, one-team, customer-centric, and many more - and come away with insights and practical tips on what it takes to authentically live that day-to-day. Many people and organisations hold these values, but don’t practise them. Through this podcast you will close that gap and as a result earn higher trust from your clients and colleagues, because they see you walking your talk.
Carolyn Taylor is a global thought leader in personal development and culture change, with a reputation for having a practical, insightful and do-able approach. She has coached thousands of leaders and helped hundreds of organisations change their culture, and is the author of the classic best-selling handbook Walking the Talk: How to Build a culture for success.