The Truth About Better Decision-Making (Collection), 2/e

Truth 35. If they aren’t buying it, they aren’t doing it

Over recent years, the wise thing has been to help employees see the connection between their work inside the company and their external customers’ experience of their product. Southwest Airlines, of course, has been famously trotted out as an example of this internal branding. It gives its customers the “freedom” to fly affordably and enjoy life through travel. Therefore, the employees should feel the same kind of freedom to do their jobs well—and enjoy life on the job. With internal branding, all the whys of how they’re expected to do their job are imbedded in the cultural conversations employees have with the company overall. Make the experience of doing the job consistent with the experience ...