The Customer-Driven Culture: A Microsoft Story: Six Proven Strategies to Hack Your Culture and Develop a Learning-Focused Organization

Copyright
Table of Contents
How This Book Came to Be: A Note from Travis
Preface
	The Hypothesis Progression Framework
	Who Is This Book For?
	How Will This Book Help Me?
	How Is This Book Organized?
	What If I Don’t Work at a Company Like Microsoft?
	Should I Read The Customer-Driven Playbook First?
	What If I’m Not a Manager or in a Leadership Role?
	O’Reilly Online Learning
	How to Contact Us
Chapter 1. Building a Foundation for Change
	About the Developer Division at Microsoft
	The Culture Room
	The Foundations of Transformation
	What Is a Customer-Driven Culture?
		Live Share: An Example of the Customer-Driven Approach
	The Three Vital Behaviors of Culture Change
	Hacking Your Culture
	Pursuing Purpose
	Diversity and Inclusion
	Fight and Unite
	Zero Distance
Chapter 2. Establish a Common Language
	How Language Binds Us Together
	Change the Language
	Use Language to Change the Thinking
	Use Language to Change the Actions
	Use Language to Change the Values
	Consider a Language of Positivity
	Agents of Change: Monique and Jerry Sternin
	Use the Hypotheses for Exploring Cultural Initiatives
	Be Mindful of Everyday Language
	Applying the Hack
Chapter 3. Build Bridges, Not Walls
	Giving Away Your Expertise
	Who Owns the Voice of the Customer?
	Sharing Knowledge in DevDiv
	Build Great Products by Improving Both Sides of the Glass
	Agents of Change: Carmen Medina
	Pushing for Transparency
	The Value of a Generalist
	Cross-Pollinators
	Finding Match Quality
	Applying the Hack
Chapter 4. Encourage Learning Versus Knowing
	Agents of Change: Margo
	The Importance of Acknowledging Mistakes
	Celebrate Learning, Not Failure
		Example Scenario: Learning versus Failure
	Lead with Questions, Not Answers
	Be a Multiplier
	Creating the Space to Learn
	Break the Script
	Yes, and…
	Applying the Hack
Chapter 5. Build Leaders That Build Your Culture
	Model, Coach, Care
	Agents of Change: Julia Liuson
	Celebrating the Vital Behaviors
	Scripting the Vital Behaviors
	Do Less, Then Obsess
	Demonstrate Your Values Through Belonging Cues
		Example Scenario: Adriana’s First Day
		The Importance of Belonging Cues
		How Belonging Cues Influence Your Organization
	Take Advantage of Key Moments
		An Example of How DevDiv Scripts Belonging Cues
	Rethinking How We Interview New Candidates
		Epiphany 1: Our Interview Questions Didn’t Reflect Our Values
		Epiphany 2: Not Everyone Does Their Best Work in Fast-Paced, High-Pressure Situations
		Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
	Applying the Hack
Chapter 6. Meet Teams Where They Are
	Agents of Change: Dr. Wiwat Rojanapithayakorn
	Be Passionately Pragmatic
		Encouraging Pride of Ownership
	Autonomy and Mastery
	Just-in-Time Coaching
	Find the Quickest Pathways to Learn
	Empathize with Your Enemies
		Agents of Change: Volpi Foods
	Melting the “Frozen Middle”
	Use Their Energy and Push for Positivity
		Redirecting Behavior
	Make Change Digestible
		Types of Radicals
	Embrace Existing Tools
	Meet Your Customers Where They Are
	Applying the Hack
Chapter 7. Make Data Relatable
	Agents of Change: Rescuing the Wild Boars Football Team
	The Power of Story on the Brain
	Inspiring Others to Action
		The Impact Ladder
	How Stories Affect Our Brains
	The Patterns of a Great Story
		Simplicity
		Unexpectedness
		Concreteness
		Credibility
		Emotions
	Using Metaphors to Make Your Ideas Accessible
	Don’t Just Tell Them, Show Them
		Consider the Medium
	Vivid Stories Are Directly Proportional to Vivid Interviews
	Applying the Hack
Chapter 8. Measuring Change
	“Multiplier Metrics” Versus “Diminisher Metrics”
	Objectives and Key Results
	Metrics and Customer Feedback
		Gathering Employee Feedback
		The Cultural Heartbeat
	Measure the Vital Behaviors
	Measure Employee Moments
	Applying the Hack
Chapter 9. In Conclusion
	The Three Vital Behaviors
	Hack #1: Establish a Common Language
	Hack #2: Build Bridges, Not Walls
	Hack #3: Encourage Learning versus Knowing
	Hack #4: Build Leaders That Build Your Culture
	Hack #5: Meet Teams Where They Are
	Hack #6 Make Data Relatable
	Thank You
	References
	Photo Credit
Appendix A. Appendix
	Books You Should Read
	Useful Maxims
		Hack #1: Use a Common Language
		Hack #2: Build Bridges, Not Walls
		Hack #3: Encourage Learning versus Knowing
		Hack #4: Build Leaders That Build Your Culture
		Hack #5: Meet Teams Where They Are
		Hack #6: Make Data Relatable
Index
About the Authors