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In this podcast episode, Heather challenges the belief that organizational culture is fixed by introducing a dynamic 3-step model – Culture Slip, Culture Clash, and Culture Collision. Culture Slip, described as a subtle erosion beneath the surface, is recognized as a silent culture crusher that demands strategic attention. Culture Clash emphasizes the internal strife impacting external factors like customer satisfaction and loyalty, advocating for effective communication and empathetic leadership. The devastating Culture Collision occurs when companies fail to align with customer values. Leaders need to listen in order to create a magnetic culture actively.