About Karen Jaw-Madson
Organizational expert Karen Jaw-Madson enjoyed success as a corporate executive before pursuing a ‘portfolio career’ comprised of research, writing, consulting, teaching/speaking, and creative pursuits. As a versatile leader across multiple industries, Karen developed, led, and implemented numerous organizational initiatives around the globe.
Today, this East Coast transplant to Silicon Valley (via Ireland and the Midwest) is principal of Co.-Design of Work Experience, where she enables organizations with innovative approaches and customized solutions for intimidating challenges. Focus areas include culture, organizational change, and people strategies. Her book, Culture Your Culture: Innovating Experiences @Work (Emerald Group Publishing) was released in June, 2018.
In this episode, you’ll learn:
- The importance of company culture and why professionals need to make it a part of the work experience.
- Why it is so important to have sustainability in culture.
- Which kind of company culture makes the best customer service.
- The top red flags leaders need to avoid, and the top things they need to do to design an experience that will work for everyone.
- One thing Silicon Valley does well with culture and the one thing it does badly.
We’ve noticed that people rarely give credit to culture and place it in the category of work experience. Why is that the case? To answer the question, we brought a highly qualified guest – Karen Jaw-Madson.
Karen uses a unique framework for designing work experience with a step-by-step approach to company culture. The process she uses is comprehensive and can be applied to all types of companies across all industries. She places the biggest emphasis on sustainability for the culture of a company to remain excellent.
“When managing culture, you need enough momentum to continue before you snap back like a rubber band.”– Karen Jaw-Madson
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There’s a lot more to it than that, and sustainability and commitment to the process are key. That goes for all levels of the company, but especially the leaders.
Achieving a well-managed company-wide culture is not an easy task to do, but Karen says that it can be done. By using her step-by-step approach, it’s much easier than most professionals believe.
“When the leaders don’t demonstrate commitment, how can they expect the team to follow through?”– Karen Jaw-Madson
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Connect with Karen
Listen To This Episode
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- Experience Investigators® post, How to Unlock Your Outstanding Service Culture for Good
- Customers That Stick® post, Starting a Culture of Customer-Focused Innovation
- Episode 364: Culture Lessons From The Podcast
- Episode 327: Jeff Toister, Service Culture
- We’re on C-Suite Radio! Check it out for more great podcasts!
Take care of yourself and take care of your customers.