You’ll feel it when it’s missing

Hi there,

I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal.

That’s exactly how it feels working in a company without a strong culture.

In this episode of CX Passport, Eric Stone shares how culture isn’t just about values or vibes. It’s a performance mechanism. It absorbs the pressure so your people can keep going when everything else feels like it’s shaking apart.

The idea stuck with me: most companies focus on culture when things are smooth. But that’s not when it matters most.

Culture shows its real value during the launch that goes sideways…

The customer who explodes…
The change initiative that stretches everyone thin.

That’s when people either bend or break.
That’s when culture either holds or collapses.

Eric makes a subtle but powerful point: if you’re not designing your culture to handle those moments, you’re leaving your people exposed.

Culture doesn’t stop the bumps.
But it can absolutely soften the blow—and keep the team moving forward.

Your Turn:

What’s one moment in your organization where culture either absorbed the impact—or failed to?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

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What’s on tap this week?…

Host - Rick Denton Rick believes the best meals are served outside and require a passport

🎤🎞️ The One with the Culture Shock Absorber ​Eric Stone joins CX Passport for Episode 219 🎧 Listen on any Pod app

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