S03E08 The Five Pillars of a Thriving Workplace Culture, with Elizabeth Dixon

Rethink Culture

“The magic… is what happens between that frontline employee and the customer… the outcome is impact. It’s impact on people’s lives. And ultimately that impact, it drives business success. The framework to get there is to choose your mindset, create your culture, know your customer, define your differentiator, and pursue innovation and iteration. And those are not things we do once, we set them, we’re good and now we’re going to do something else. They’re continual. Culture is living, it’s people. It’s lives. It’s humans. We have to continually keep it alive.”

S03E08 of the Rethink Culture podcast shines the spotlight on Elizabeth Dixon, President and CEO of the Trilith Foundation, a nonprofit for artists. Elizabeth is a speaker and entrepreneur with expertise in customer experience and workplace culture. She’s the author of two books, The Power of Customer Experience and The Strength of Purpose. Having worked with brands like Chick-Fil-A and inspired by visionaries like Horst Schulze of Ritz-Carlton, she brings purpose-driven leadership to life. Her book, The Power of Customer Experience, offers practical insights for creating impactful cultures and delivering exceptional service.

In this episode, Elizabeth shares how aligning personal purpose with organizational culture drives success. She highlights leadership through vulnerability, continual growth, and her five pillars of workplace excellence: mindset, culture, customer knowledge, differentiation, and innovation. Her insights offer a clear path to building thriving, people-centred organizations. Elizabeth reminds us that culture is not a static element but a living system, nurtured through purpose, collaboration, and ongoing innovation. Leaders who actively shape and support their culture create workplaces where employees feel empowered, and customers feel valued, unlocking the full potential of their organization.

The podcast is produced by Rethink Culture (rethinkculture.co). Our Culture Health Score provides an X-ray of your organisational culture, allowing you to measure and manage it.

Production, video, and audio editing by Evangelia Alexaki of Musicove Productions.

Listen to this episode to discover:
• The crucial role of frontline employees in shaping culture
• The Five Pillars of a thriving workplace culture
• How leaders shape culture through actions, decisions, and what they allow
• The importance of aligning personal and professional identity
• Why a clear purpose is essential for leaders and organizations to inspire their teams
• How to stay adaptive by evolving your culture and practices
• Leadership lessons on generosity and service from Dan Cathy of Chick-Fil-A
• Lessons on excellence, consistency, and empowerment from Horst Schulze of Ritz-Carlton
• Why leaders don't need to have all the answers, but must embrace collaboration and vulnerability

Further resources:
• Elizabeth’s Website: https://www.elizabethdixonspeaks.com/
• Elizabeth on Instagram: https://www.instagram.com/elizabethdixonspeaks/
• Elizabeth on LinkedIn: https://www.linkedin.com/in/elizabethdixonspeaks/
• The Power of Customer Experience: 5 Elements To Make An Impact, by Elizabeth Dixon: https://www.amazon.com/Power-Customer-Experience-Elements-Impact-ebook/dp/B09X6HQXY3
• The Strength of Purpose: A Guide to Knowing And Living Your Reason For Being, by Elizabeth Dixon: https://www.amazon.com/Strength-Purpose-Knowing-Living-Reason-ebook/dp/B0CLSYKWP3
• Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, by Horst Schulze: https://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise-ebook/dp/B07DXGL7VQ
• A More Beautiful Question: The Power of Inquiry to Spark Breakthrough Ideas, by Warren Berger: https://www.amazon.com/More-Beautiful-Question-Inquiry-Breakthrough-ebook/dp/B00GC53AG8
• The Book of Beautiful Questions: The Powerful Questions That Will Help You Decide, Create, Connect, and Lead, by Warren Berger: https://www.amazon.com/Book-Beautiful-Questions-Powerful-Connect-ebook/dp/B07FQT1BMR