Our approach to everything we do is built from these six beliefs:
#1 If your people are engaged, your customers will be engaged
Great organisations realise their people need to be at the heart of everything they do. They realise how central emotions are to building the right culture.
If you're people are engaged, they're more likely to turn up day-in and day-out and deliver for themselves, your organisation and your customers.
#2 Participation creates emotional engagement
No one engages with stuff they’re simply told or lectured about. We're tired of hearing people tell us "we keep telling our people, but they're not listening".
Great leaders intuitively create innovative ways for people within their organisations to interact and connect with each other and their customers.
When we switch to a ‘participation mindset' away from a ‘communication mindset', we move from one-way communication to two-way conversation mode. You'll naturally create ways to invite people to join in and you'll strengthen emotional connections with people.
#3 Your brand is your culture and your culture is your brand
Your culture guides how people behave and the experiences they deliver. Your brand is a reflection of how people behave and the experiences you deliver. They are interconnected. They are the same.
#4 Change your behaviour to change your thinking
If you understand what drives human behaviour, you can influence human behaviour.
You don't change the way you think and then change your behaviour. You have to change the way you behave to change the way you think.
Leading organisations influence people by understanding emotion and behaviour. Change and motivation happens at the intersections of psychology, behavioural economics, and creativity. This is why we put the understanding of human behaviour at the core of everything we do.
With this mindset, we solve problems through a combination of science and creativity.
#5 Simple is repeatable, and repeatable is understandable
Many organisations and leaders have an uncanny ability to overcomplicate their ideas, plans, and strategies.
Our rational minds are easily overwhelmed. People become paralysed when there's too much choice or complexity. So to help people understand, you must make sure the work you do is simple and repeatable.
We always look for ways to create mental short cuts to help people understand and recall what we’re asking of them.
#6 Start with a few smaller successes
You get better results when you start with a few smaller successes. These small bright spots provide a base for expanding from. Start with one problem. Plan a couple of modest experiments to make progress on that issue, and iterate based on what you’d like to see.
If you tackle too much at once, you will overwhelm and paralyse people, pushing people to return back to the status quo.