It is my observation that most corporate cultures aren’t intentional but seem to evolve over time. Maybe we inherited it. Maybe we are vaguely aware of what it is but don’t think it is important to the work at hand. We have our mission, goals, strategies and objectives. Isn’t that enough?

Occasionally we decide we want to change it, whatever it is.

First question — what is it? What is our current culture? Do we know? Do we want to know? If we do know, then …

Second question — Do we want to change it? If so, how? Will it include a drive to improve the customer experience? If not, why not.

It starts with a senior management vision and buy in. But what then?

If we want to drive culture change, then we’ll need to explicitly activate middle managers. Nothing is going to change with out them. Period.

How do we activate the change we want with middle managers?