Tag Archives: transparency

Radical Transparency is One Key to a Better Customer Experience

Radical Transparency is One Key to a Better Customer Experience

GUEST POST from Shep Hyken

Most customer-focused businesses work very hard to streamline their encounters and interactions with potential clients, curating the experience to the smallest detail so every step of the process can be managed and controlled. It all starts with a customer journey map that optimizes the process. When the process is consistent and predictable, you start to build trust with your customers. And, there’s a way to take that trust to another level, and that’s with transparency.

Darryl “The Hammer” Isaacs, a Kentucky-based attorney, has built a profitable career by being surprisingly straightforward — another word for transparent — with his clients. He has the process down, which means he knows the law and how to litigate. But just as important as winning a lawsuit is how his clients are treated.

Since it opened in 1993, his firm, Isaacs & Isaacs Personal Injury Lawyers, has helped thousands of people recover over $2 billion from insurers. He is a celebrity in the three states where he operates (Kentucky, Indiana and Ohio), with plenty of TV ads and billboards lining the highways. But Isaacs will tell you that his secret goes beyond exposure from a big ad budget. And it isn’t about knowing the law and winning. For him, it’s just as important to build a reputation by being transparent. And he takes the concept to an even higher level by being radically transparent.

I had a chance to learn from Isaacs’ success and his thought process, which he says is based on three concepts: being humble and embracing adversity, providing easy access and trusting the public with your pain.

1. Embrace Humble Beginnings and Adversity

Isaacs’ journey to becoming a lawyer wasn’t easy. It began at age six when he watched his father’s legal swearing-in ceremony. That inspired him to want to practice law, but inspiration wasn’t enough. He failed the bar exam the first two times he took it. No one would blame Isaacs for keeping that information from the public. After all, in the competitive legal field, lawyers like to let clients know about their prestigious law schools, industry awards and big wins. Isaacs recognized the importance of that, but also chose to embrace his “humble beginnings” as a possible advantage. He believed people could relate to his struggle. This transparency makes him real and approachable to his clients. He also has an incredible work ethic. Isaacs says, “I’m not smarter than other lawyers, I just work harder.” His clients may not know about the legal world’s awards and top schools, but they understand and appreciate hard work.

2. Provide Unexpected Access

Have you ever tried to reach the CEO or owner of a successful company? Typically, the bigger and more prosperous the company, the more challenging it is to get through to the business owner or high-level execs. Isaacs is not only successful, but his advertisements and reputation have given him celebrity status in his market. His firm has more than 55 employees, many of whom could act as a “first line” of defense for deflecting calls, emails, letters, etc. But Isaacs embraces the concept of approachability. He happily shares his direct line and cell number with his clients. Text him, and he responds. Call him, and he returns the call. Isaac believes, “If you provide unexpected direct access, clients feel valued and appreciated.”

3. Trust the Public with Your Pain

Similar to the way Isaacs embraces his humble beginnings, he embraces the transparency of results. In an age of social media, it’s nearly impossible to hide any negative news affecting a high-profile business. Issacs says, “The best option is to get comfortable and let the public in.” In other words, embrace the negative and view it as an opportunity to be authentic and transparent. And it goes beyond social media reviews and comments. Isaacs took this concept to a personal level in 2015 when he was hit by a speeding car while riding his bicycle. His neck was broken in two places, and he sustained a traumatic brain injury. The face of a successful company was now in the hospital in a near-death situation. That could have been the beginning of the end for the firm. He might not ever be back. And what if people found out about this? Well, rather than try to keep the news out of the press, Isaacs did a phone interview from the hospital. First, he wanted to let the world know he wasn’t dead and would be back. Second, he was now experiencing a similar condition to many of his clients. Isaacs knew transparency—and even vulnerability—at this level would make him more approachable. The result was an even higher level of trust.

Isaacs uses the word radical, meaning extreme or intense, to demonstrate just how important it is for him and his firm to be transparent. But are his three concepts really that radical or extreme? Maybe, because customers aren’t used to this level of transparency, but isn’t this what customers want? Isaacs’ three concepts could easily form a foundation of transparency that would help any company or brand, big or small, build trust, create confidence and connect emotionally with customers.

This article was originally published on Forbes.com.

Image Credit: Shep Hyken

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Building a Change-Ready Culture

Exploring the key elements required to cultivate an organizational culture that embraces and welcomes change

Building a Change-Ready Culture

GUEST POST from Art Inteligencia

In today’s fast-paced, ever-evolving business landscape, organizations must be equipped with the ability to adapt and thrive amidst constant change. However, many companies struggle to adopt a change-ready culture, often leading to resistance, inefficiency, and missed opportunities. Building a culture that embraces and welcomes change is crucial for long-term success. This article will explore two case study examples highlighting the key elements required to cultivate such an organizational culture.

Case Study 1: Google

Google is renowned for its culture of innovation and agility. One significant factor contributing to this is its emphasis on psychological safety. Google understands that for employees to embrace change, they need to feel safe to take risks and share their ideas openly. The company fosters an inclusive environment where individual contributions are valued, encouraging employees to experiment and learn from failures without fear of retribution. By creating a psychological safety net, Google empowers its employees to adapt to changing circumstances and proactively seek innovative solutions.

Another essential element in Google’s change-ready culture is transparency. The company ensures that information flows freely throughout the organization, from top to bottom and horizontally across teams. This transparency helps employees understand the reasons behind changes and their potential impact on the business. By keeping everyone informed, Google minimizes resistance to change and enables employees to rally around shared goals.

Case Study 2: Netflix

Netflix is another organization renowned for its adaptive culture. One crucial element in Netflix’s change-ready culture is its focus on talent development and continuous learning. The company believes that agile organizations require agile minds. To cultivate a culture that embraces change, Netflix invests heavily in providing its employees with opportunities for growth and development. Constant learning and upskilling are seen as essential, not only for personal development but also for the organization’s ability to adapt to change effectively.

Netflix also prioritizes autonomy in decision-making. By empowering its employees to make decisions and take ownership of their projects, the company encourages a sense of accountability. This autonomy fosters agility by enabling employees to respond quickly to changing circumstances, without the delays associated with hierarchical approval processes.

Key Elements for a Change-Ready Culture:

1. Psychological Safety: Creating an environment where employees feel safe to take risks, share ideas, and learn from failures without fear of retribution.

2. Transparency: Ensuring open and clear communication to help employees understand the reasons behind change and foster a sense of shared purpose.

3. Talent Development: Providing employees with opportunities for continuous learning and growth to cultivate agile minds.

4. Autonomy: Empowering employees to make decisions and take ownership of their projects, allowing for quick responses to change.


Building a change-ready culture is crucial for organizations that want to thrive in today’s dynamic business environment. The case studies of Google and Netflix demonstrate the importance of elements such as psychological safety, transparency, talent development, and autonomy in fostering a culture that embraces and welcomes change. By incorporating these elements into their organizational DNA, companies can position themselves for long-term success in an ever-changing world.

Image credit: Pixabay

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