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i4cp Leading the Way
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Content provided by Erik Samdahl and Institute for Corporate Productivity (i4cp). All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Erik Samdahl and Institute for Corporate Productivity (i4cp) or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
i4cp is a human capital research and data firm that discovers the people practices that drive high performance. Gain access to an extensive network of leading global employers with the research, peer collaboration, tools and data essential to executive workforce strategies and practices.
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15 episodes
Mark all (un)played …
Manage series 3047894
Content provided by Erik Samdahl and Institute for Corporate Productivity (i4cp). All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Erik Samdahl and Institute for Corporate Productivity (i4cp) or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
i4cp is a human capital research and data firm that discovers the people practices that drive high performance. Gain access to an extensive network of leading global employers with the research, peer collaboration, tools and data essential to executive workforce strategies and practices.
…
continue reading
15 episodes
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×In this week’s episode of Leading the Way, you’ll get introduced to a dynamic and empowering woman who shares her amazing journey to success that began with an inspiring story of fleeing to America from Ghana when she was a little girl. Mia Mends, CEO of Inspirus | Sodexo, Benefits and Rewards Services, USA is a living example of the true American Dream and demonstrates for us the opportunities that we can create simply by taking intelligent risks. She authentically shares how her career and life transformed by taking a leap of faith, and who believes that the only way to get experiences in life is by trying, whether or not you feel you are ready. Mia, a humble leader who calls herself an “accidental CEO,” talks about the power of vulnerability, asking for help, listening, paying attention to cues, and aligning with values is what gets you to the top. So many great insights shared by Mia on the topics of employee engagement, building a healthy culture, and how using real-time technology to share employee recognition is a powerful way to make people feel valued. She also reiterates the power in “thank you”. You’ll feel motivated and encouraged by the wisdom and perspectives of Mia Mends, who works hard to help people see their own potential and is passionate about making people feel hopeful, optimistic, and grateful about life. Surely, the world could use more leaders like this. Key Soundbites On risk-taking – “The growth journey is about taking a leap sometimes. When I have taken risks, it has been painful and hard but somehow had the ability to say, ‘I am afraid, but I am going to walk through the fire.’ Before you jump off, understand inherently the end goal, be present and open, be willing to live with the pain of the journey, consider the worst thing that can happen, and have a plan in case the worse thing materializes.” On values – “Don’t chase titles in life, chase the work that aligns with your value system and allows you to be your most authentic self.” Advice to young professionals – “Be still. There is power in being in the moment. Stop thinking about the next opportunity, stop planning a decade out. Give everything you have to where you are, and amazing things can happen.” On culture - “A healthy culture is an environment where people go above and beyond, we call it ‘discretionary efforts’; when people go to work and feel like they can bring their whole self to work, allowed to feel vulnerable and psychologically safe. Because when people can feel safe, it enhances their commitment and allows them to focus on the job at hand, knowing they’re in an environment that truly cares.” On employee engagement – “It is leadership-driven and it’s about helping employees create meaningful connections at work, with their managers and with their peers.” On complacency - “Complacency is falling victim to the way things are versus the way things could be. Ask ‘what can I do better?’. We all have an obligation to contribute meaningfully. Why not advocate for positive change?” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
Cariloop is a fine example of companies using High Tech High Touch in their customer experience and CEO Michael Walsh openly shares their innovative business model, otherwise known as their Value-Centric Organization (VCO) Model. In this episode of Leading the Way we take a close look at the aging generation and the startling statistics on how one in five employee caregivers today are impacting a productive workforce. Michael Walsh shares his entrepreneurial spirit and clearly demonstrates the future of leadership. We discuss his views on values, innovation and the importance of purpose as the foundation t o build a strong culture. This may be a new company, but Cariloop is certainly leading the way and proving what high performing organizations are capable of. Key Soundbites On purpose – “One of the things as a first-time entrepreneur that I failed to properly recognize was the necessity for defining your purpose, your cause, what the company stands for. And in not doing this I almost killed the company.” On leadership – “It’s not up to me to scale it, it’s up to all of us to pass these things to the next people that we bring onto the team, the next person that has to teach these principles to the next person and the next person. It can’t always be from the ivory tower. Again, it’s got to be inside out.” Advice to young professional - “Focus hard on when you tell someone you’re going to do something, when you say you’re going to show up, when you say hey, I’ll send you this link, do it. It builds that trust and integrity with a customer, a potential investor, a partner, a potential employee, whoever it is, just deliver on your promises, do what you say you’re going to do.” On high tech high touch – “This whole idea of balancing that touch and tech and adding that element of that healthcare cushion piece to the platform really was birthed out of those insights with technology’s not enough to solve this problem. Technology’s meant to empower the humans, not replace the humans.” On core values - “All our business functions interweave through those core values (service, empathy, innovation, integrity) which creates that cross-collaboration between departments, and you build that mutual respect and understanding for how the business actually works.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy Award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
In this week’s Leading the Way, we take a look at creating a “wellness culture” with America’s #1 Healthy Living Media Expert, a world-renowned chiropractor, best-selling author, radio host, educator, business leader speaker, and President Emeritus of Parker University, Dr. Fab Mancini. You may have seen Dr. Fab during one of his television guest appearances on Dr. Phil, The Doctors, Fox News, CNN, CBS ABC, NBC, Univision, Telemundo to name a few. As the youngest president of any U.S. university, Dr. Fab shares his experience of being a young leader, the lessons he learned early on, and how his mentor, the infamous Dr. James W. Parker, modeled the behavior that when you believe in something, don’t let anything stop you from it. This is an engaging conversation revolving around transformation, hiring for values, and cultivating a healthy employee experience. Dr. Fab inspires us with sound advice, leadership principles, and attainable self-healing tips for a balanced lifestyle that contributes to true happiness. Key Soundbites On purpose – “I can tell you right now that loving your work is a source of happiness. Make sure that you have a purpose that’s bigger than you. Make sure you make life about something bigger than you, and that is the greatest source of happiness.” On talent acquisition – “Once we’ve filtered them through HR and we know they have the right skillset and they fit the profile that we are looking for, then the questions, the last round of interviews, should be based on their values. Then you can start matching them on a value system, and those are the ones that will last you for a long time.” On culture - “It’s important to develop a culture, what I call a wellness culture, in which you have a healthy employee, body, mind, and spirit, and the best way to do that is to make sure that you have activities throughout the week, the month, that encourage healthy behaviors.” On leadership – “The first leadership principle is lead by example. The second one is to always put customers first, and the third is to make sure that your values are the values you want to instill in your company. A servant leader is a leader that truly thinks about others before they think of themselves.” On success - “You don’t become successful overnight. You become successful by picking yourself up and dealing with all the mistakes you make and all the challenges you face, and realizing that you have a lot more to offer than what your circumstances dictate.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
1 Leading the Way Podcast: Christopher Brown, CEO, National Fatherhood Initiative & Special Guest, Tim Brown
In this special Father’s Day edition of Leading the Way, we talk to two highly influential leaders and father figures. Our guest this week is Christopher Brown, CEO of the National Fatherhood Initiative, an important and meaningful organization that strives to make an impact on father absence. And, we have a special guest appearance from Tim Brown, the first wide receiver to ever win the Heisman Trophy, member of the Pro Football Hall of Fame, recipient of the Father of the Year Award in Texas, and author of Making of a Man. Chris shares the reasons for father-absenteeism and the five characteristics of what makes an effective father--you’ll be amazed at the similarities between those and that of the soft skills of great leaders as Jay Jamrog verifies in the program’s Insight Segment. Additionally, we discuss the organization's dynamic programs, learn about their interesting non-profit business model that has led to a successful customer experience, and how they continue to grow and evolve as an agile organization. Key Soundbites On leadership – “When you help your father employees to be better dads, research shows they are more effective in their roles, they’re more likely to advance in their careers, and they’re more likely to advance faster in their careers than dads who aren’t involved. It’s all about leadership; when you learn how to be a better leader in the home, you learn how to be a better leader in the corporate world.” On creativity and innovation – “Just like any company discovers that there’s a need that a product can solve, and a pain point that it can address… we recognize that there was a dearth of these resources available. So, we started to create those.”On research - “From decades and decades of data on the consequences of father absence and the benefits of father involvement, one of the things that we shifted from in our evolution was a focus, almost exclusively, on the consequences of father absence to rapidly raising awareness about the importance of dads and what happens when a father is in the home.”On family culture – “When you look at almost any outcome for children in terms of their well-being, when children grow up in a father-absent home, they are more likely to suffer from a range of social, emotional and physical ills, and also, financial ills.”On customer focus - “We’re very focused on consumer feedback to help us understand, one, are our products being used in a way that we intended, but also, are they using them in novel ways, innovative ways that we never thought of so that we can then share (that information) with others to increase the value proposition around that particular product?” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy Award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
1 Leading the Way Podcast: Britt Berrett, Former CEO of Dallas’ Presbyterian & Medical City Hospitals
In this week’s episode of Leading the Way, we peek through the microscope of the rapidly-changing healthcare industry and talk to a leader who is on the cusp of that change. Our featured guest, Dr. Britt Berrett, the former CEO of Dallas’ Presbyterian and Medical City Hospitals, is a leader who’s disrupting the traditional approach toward leading a healthcare organization as explained in his book, Patients Come Second – Leading Change by Changing the Way you Lead. Dr. Berrett currently serves as the Program Director of Healthcare Management in the Jindal School of Management at the University of Texas at Dallas, providing a tremendous foundation in the preparation for the next generation of healthcare leaders. Dr. Berrett shares inspiring stories like how he discovered his true purpose in the healthcare field and the “bad boss” who was the catalyst for him becoming the leader he is today. We talk about passion, the next generation in healthcare, and how their purpose-driven motivation will drive tremendous change. Britt shares his secrets for his success such as the leadership development program that “evaporated turnover” and the Caring Model and Promise Program that answered the question, “How do we want to be treated?” Tune in as the future of healthcare is revealed in this episode of Leading the Way. Key SoundbitesAdvice to next generation – “Find your passion and give back. Do something purposeful and meaningful in life. And I think that will prove the day for them.” On culture – “Our foundation was, if you have employees that love being at work, they’ll do amazing things. And the foundation is build your team, create an organization that can provide exceptional care, and then they will be able to take care of the patient.” On leadership - “The healthcare leader of the future has got to be prepared for a very chaotic and challenging environment. Leaders need to love the purpose and meaning behind the organization and need to love the men and women that are on that.” On agility – “We need healthcare leaders that are well prepared for change. We need agility. We need to be able to pivot quickly on different protocols and treatment patterns and allow those clinicians to do what they do and explore and investigate. This is a time to be in healthcare.” On purpose - “If your team doesn’t know why they’re there, you’re doomed for failure. Ask, ‘Why are we doing what we’re doing’ and then ask, ‘where are we going to take it?’. When you break that, magic happens and then you start drawing and attracting amazing men and women who feel that same passion.”About Leading the WayLeading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
Brinker International, one of the world’s leading casual dining restaurant companies with well-known brands such as Maggiano’s and Chili’s, continues to thrive. Doug Brooks, Former CEO and Chairman, explains how the Dallas-based company honors the Brinker legacy. Doug shares what it was like working with the legendary restaurateur Norman Brinker and how Norman transformed the organization and positively impacted people’s careers by teaching them about business and leadership. In this week’s edition of Leading the Way, we talk about succession planning, the strategies and challenges leaders face during the process, and what it takes to develop great leaders. Generously providing insightful business advice, Doug opens up about culture, transparency, the importance of listening and the power of feedback. We discuss the impact technology has on the restaurant industry, the future of the dining experience and how millennials are driving the digitization of customer focus. A company with a heart, a leader with a passion, and a mission with a purpose, Brooks shares the inspiring story of how they raised $90 million to create the Chili’s Care Center at St. Jude Children’s Research Hospital. A bountiful menu of tasty nuggets of wisdom awaits you in this episode of Leading the Way. Key Soundbites On transparency – “I think vulnerable leaders create trust. When you can stand onstage and admit your weaknesses and admit mistakes you made, ask others to help you as I did when I became COO. I think that kind of transparency in leadership is the ultimate in earning respect.” On listening – “Norman said the greatest leaders had two particular skills that he was always envious of and tried to emulate, and one was being a great listener. The more you listen, the more you learn. The essence of being a great listener is every time you think you’re supposed to answer the question, you may want to check with the people you’re talking to. They may really know more about the question than you give them credit for.” On feedback - “Norman Brinker used to be a tough guy who would sit down with you and give you constructive feedback. But I always knew when I walked away that he was trying to develop me. He had my best interests at heart. And I didn’t want to let him down. Think that’s the most important thing about developing other leaders in the company.” On leadership – “What I learned was how important it was to treat people with respect, no matter who you are in the organization. Coming up with cultural guideposts – the beliefs, the passions – I think that’s the most important thing in leadership, is that everyone has the same results you’re looking at, the same beliefs, they’re trying to behave and lead people using the same language and terminology.” On succession planning - “When someone we feel has potential in the organization, whatever department or area they’re in, we then put them on a path to start working in other departments so that they understand the total business, because it’s complicated. You’re also trying to teach them about the people part of leadership, because it takes both.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
In this special Memorial Day edition of Leading the Way, we spoke to Tom Shull, CEO of the Army & Air Force Exchange Service, the 47 th top retailer in the U.S. that provides tax-free shopping and services to an exclusive customer base of more than 18 million military members and their families. Shull, an accomplished leader and retail business man, is responsible for doubling profitability since taking over in 2011 and says, “Being able to serve veterans who have the online shopping benefit to shop tax-free for the rest of their lives and securing that benefit for them has been a real honor to do.” We discuss their unique customer experience, their passion for hiring “wounded warriors,” and their goal to employ 50,000 veterans by 2020. Tom shares great examples on how the Exchange collaborates with other major organizations such as AT&T and Disney to ultimately benefit the military community in combat and bring “home” to them. You’ll enjoy Tom’s historic stories and his contribution to the Vietnam Memorial during his experience at the White House. This is a patriotic episode of Leading the Way that will make you want to stand tall and salute! Key Soundbites Advice to young professionals – “Draw from your strengths, which are your principles, your integrity, your character. Nurture and inspire those you honor, love and serve. And whatever you are, be a good one. You have certain gifts, embrace those gifts, and pursue those with passion.” On talent acquisition – “We always look for talent who have a passion to serve, what makes us different is 85% of us are connected to military, and we take that ultimate step of customer service in making sure their needs are met when they leave the store or the facility. We look for people with that passion.” On talent development - “We train our talent well. We have a very, very strong corporate university that we help train them, hands-on training and we have a very strong learning program online. And then it’s self-paced. It’s an extremely good learning program for whatever their skillset is.” On customer experience – “Customers expect not only to get what they want, which we’re really good at, but then to make sure they receive it very quickly. And so we’re really aggressive. That’s where online retail is going.” On leadership - “Two words: Lead tank. As a leader, you always have to be up front, you have to be willing to go in harm’s way with them, to eat last, to serve others.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
In this week’s Leading the Way, we highlight how global sports entertainment company Topgolf is disrupting the game of golf, introducing millions to the sport, and contributing to the growing billion-dollar golf industry. Leading the way in innovation, Topgolf Executive Chairman Erik Anderson shares with us how the concept was invented and the creative ways they are reinventing their brand. Anderson, who Golf Inc. describes as “the 8th most powerful person on the face of the Earth in the world of golf,” provides his perspective and application of “principled leadership” which he learned first-hand from his role models: his mom and the legendary coach John Wooden. With purpose at the forefront of their mission, Topgolf continues to “connect people in meaningful ways” and Anderson explains why this is key to their success and is the foundation for building their fun and playful culture. Encompassing digital technologies, a creative use of media, great food, and music, this organization hits another hole-in-one when it comes to attracting and recruiting “creative, curious and edgy-spirited” talent. He explains how they address challenges, shares their international growth strategy, and enlightens us on how this fast-growing company is staying ahead of the curve of their competition. Tee up for an exciting episode of Leading the Way and learn how this impressive company successfully blends high-tech and high-touch. Key Soundbites On purpose – “It comes back to purpose. In your career, you will find a purpose, something that inspires you that you have a lot of love for. You have to balance that with preparing to actually be able to work against this purpose.” On employee experience – “Just like a good culture of compliance and a good culture of caring and innovation, it’s all about the tone at the top. We look for people who will lean in and will create a big moment, a small moment, or a new idea. We keep reinforcing the culture and we take people through jobs as a way to create a leader.” On leadership development - “We invest in the team, and we can only grow as fast as we have good leaders that we fully support. We work hard to get good leaders and to give them all the support and just a great culture to work in.” On culture – “Connecting people in meaningful ways has been the transformation of the company. When you hit that in ‘creating moments that matter,’ those two ideas are the north star, every day. And that’s what organizes the company.” On talent acquisition - “The core things I am always looking for is that integrity, caring, and that being creative and curious. We have a lot of fun ways that we recruit people and when they show up, we immediately have them performing. We’re actually looking at them in the whole system, it’s never a one-on-one experience.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
If you ever wondered how to get on the Great Place to Work list, you’ll want to hear what their CEO, Michael Bush has to say in this week’s episode of Leading the Way. Michael shares with us the inside scoop of what it takes for an organization, and their leadership, to make this elite list of thriving enterprises, and it all starts with an employee survey. Michael explains why knowing what your employees are thinking, and their level of trust, is key to the success of any organization. In a world that is beginning to revolve around data, Michael shares their data-driven discoveries and his unique perspective on the understanding that how an organization treats people directly impacts the bottom line. Michael explains what prevents companies from changing, despite what the compelling data proves, and what leaders need to know during a crisis or time of change. With in-depth discussions on the employee experience, innovation and culture this is an eye-opening interview that will get you thinking! Key Soundbites On culture – “People want to be at a place where they enjoy the people that they work with. They want to be at a place where they feel like the people they work with care about them and they want to care about others. When you care about people that you work with, you go the extra mile. You have a sense of pride, and it affects that quality of your work, the intensity of your work.” On leadership – “Employees want to be respected by their leaders, want to be listened to, and want to be spoke to a certain way. They want ideas to be fully considered. Those are signs of respect. They also want leaders to speak in an honest and fair way. People want to feel that they’re being treated fairly by their leader.” On innovation - “You can’t buy the commitment and unlocking the creativity inside of people, which gets innovation going. It’s about innovation by all. Innovation can’t be in the hands of a few people. Innovation can’t be the responsibility of the top management. They can’t innovate fast enough now. It’s just not possible. The entire workforce has to focus on innovation. We call that innovation by all and the way to get innovation by all is having for-all leaders.” On inclusion– “We chose to use ‘maximizing potential’ and to say ‘for all’ so that everyone is included. When you create that kind of culture, everybody feels involved and included, as they absolutely should be. And then you can work on things like representation, because if you don’t have a place that’s inclusive, when you change the representation, people aren’t going to stay.” On agility and collaboration - “Trust drives agility and collaboration. If people don’t believe that the people they work with are competent and are capable and are trustworthy, and if they don’t care about the people they work with, they don’t care about their ideas either. You can’t collaborate without caring, without listening and feeling that you’re listening to. The foundation for collaboration and agility, the data’s pretty clear, is trust.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
If you thought you knew what great customer service is, think again. Better yet, tune into this special edition of Leading the Way as Chip Bell shares powerful cutting-edge ideas and unique strategies for improving the customer experience. The author of nine national best-selling books on customer-innovation, Chip enlightens the audience on real life examples of how organizations are enchanting their customers and creating experiences people tell stories about.Listen to this entertaining and informative interview that covers customer-centric topics such as how social media impacts customer service today, whose responsible for capturing the customer experience within an organization, and what customer focus will look like well into the future. You’ll enjoy Chip’s stories, especially how a life-threatening lesson of this incredible leader and Vietnam veteran helped him realize his resiliency and life purpose.Whether you were lucky enough to catch Chip Bell’s keynote at the i4cp 2018 Conference or not, you will certainly appreciate his insights, his humor and his contagious love of life in this week’s episode of Leading the Way. Key Soundbites On curiosity – “Humility and curiosity are the secrets to not only success, but progress. I think the more we have a sense of wonderment about us as opposed to being self-righteous, I think we open the door for progress, we open the door for innovation, and we open the door for success.” On balance – “We need to keep that balance of high-tech and high-touch or we’ll create a situation where we’ll lose the soul of the customer. Customers still like the old-fashioned, humanistic, emotional connection. When it gets really, really, really techie, it needs to be really, really, really touchy. We’ve got to bring the other one up to balance that.” On value - “The concept of ‘value add’ is great. It’s a great generosity, but there’s a limit to it. ‘Value unique’ is taking it in a totally different, unexpected direction. It’s something the customer didn’t expect. There’s a limit to generosity, there’s absolutely no limit to ingenuity.” On leadership– “It’s leaders who not only talk the talk, but walk the walk. When you try and transform a culture to be customer-focused, you’re going to spend 20% of your time doing just that. If you’re not willing to spend that much time, don’t do it, because you’re going to set it up to lose and you’re going to leave behind a lot of cynicism because, well, we tried it and it didn’t work. It takes a lot of commitment to transform an organization, but it’s the actions that leaders take, that role model.” On customer focus - “You’re going to have some people always in the organization who are going to do a great job at customer service no matter what you do. That’s just who they are. But if it’s something that’s to be consistent throughout the organization, creating a brand, an emotional brand that people value, it needs to be lead from the top. I am teaching people to be customer-centric around an attitude that says, when you’re out there you’re on stage. I’ve never seen Mickey Mouse have a bad day at the theme park. He’s always on.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
St. Jude is leading the way the world understands, treats, and defeats childhood cancer and other life-threatening diseases. Rick Shadyac, CEO, ALSAC, the fundraising arm of St. Jude Children’s Research Hospital, shares with us how he is carrying the incredible legacy of the most innovative children’s research hospital, created by Danny Thomas back in 1962, well into the future. In this week’s episode of Leading the Way, Rick shares with us his perspective of transparency, their strategy to raise over $1 billion this year and why St. Jude is such a great place to work. We discuss the caring and compassionate culture, how it began and what makes it stronger today than ever before. Rick shares with us their collaboration with major technology companies to expand their brand awareness and donor experience. You’ll learn the history of St. Jude, whose mission is to make sure no child is denied treatment and no family ever receives a bill for care, and the heartwarming message from Rick Shadyac inspires us all on the importance of benevolence. Key Soundbites On innovation – “People think innovation is hard. I don’t think it’s hard. I think it starts with being curious. And so what I try to say to all of my employees is keep asking the Why question. Question everything, be curious about everything.” On culture – “The culture of St. Jude emanated from Danny Thomas. He would talk to everybody. He would talk to the patients and the families, but he would talk to the people that clean the hospital rooms, the cafeteria workers, the doctors and the scientists, and he treated everybody the exact same. He wanted everyone to know that every person’s job was just as important as the next person.” On employee experience - “I think every day that people have an opportunity to see the importance and the value of their work. It’s those kinds of moments that keep us motivated and keep our eye on the ball and inspire us to do the best work, and it’s why our employees want to come to work every day. We try to create that environment that gives them the opportunity to thrive.” On transparency– “Transparency is all about trust. It’s the right strategy for all brands to use. If you want people to engage with your brand, if you want people to make a donation to St. Jude Children’s Research Hospital, you’ve got to be transparent about what their donation is going to do. You’ve got to demonstrate impact. Transparency equals trust, and trust is what allows your brand ultimately to be successful.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
A dairy company-turned-technology trailblazer (and recent recipient of i4cp's Next Practice Award), Land O’Lakes is not just churning butter any longer. In this week’s episode of Leading the Way, Land O'Lakes CEO Chris Policinski explains how this farmer-owned organization is disrupting the agriculture industry. Listen in to learn how this progressive company is using big data and satellite sensing technology to allow a farmer to grow more with less land, less water, and less crop input, which is good for the farmer and great for the environment. Chris and his team are “stepping up their game” to discover innovative ways that will meet the grand challenge of feeding the soon-to-be 10 billion people on the planet. Key Soundbites On taking risks – “There really isn’t failure along the way. There‘s just learning. If you take a prudent risk and things don’t work out, that’s not failure. That’s learning. The most important thing is what did you learn and what are you going to go do next? That’s a valuable lesson for anybody.” On balance – “Balance the needs of your company against the communities in the broader world you work in. There really is an intersection. If you are worried about furthering the communities in the world you work in, you’re probably going to have a good business. If you have a good business, you probably have the resources to invest in furthering the community in the world that you work in. So balance your perspective, both outside and inside.” On innovation - “We really stepped back and said what are we good at? We’re good at driving insights into innovation and products and services. We have a muscle around using big data and driving insights into the farm community because farmers trust us. Once you have that good idea, it’s aligning structure and the team.” On culture– “We want one culture. We don’t want two cultures, no red shirts and blue shirts as we did some pretty dramatic organizational change. The second thing, and it sounds very basic, but we remind everybody of the core of our strategy. A big part of my job is to just communicate like mad and remind folks of what we’re trying to do. We’re all one team. Be mindful of our strategy. We will fail if we don’t work together.” On talent acquisition - “We are a people-driven company. We are not an asset-driven company. We have a lot of assets. But our magic comes from our people, and we continue to need people. And the best talent that we can acquire, the most diverse talent that we .” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
A true disruptor of the call center industry, Sally Hurley, CEO of VIPdesk Connect, joins Leading the Way to share how her organization focuses on the human connection to empower their virtual teams. With 70% of the company being women and moms, one of the many benefits of this innovative virtual business model is the gain in flexibility to work from home and maintain a better work/life balance so the client gets a higher quality experience. We talk about the common challenge of attracting quality talent and what it takes to make them successful and productive. Sally is a pioneer of the virtual call center model and she’s breaking all the rules of the old, antiquated industry that is generally viewed as a cost center--giving her clients the opportunity to afford customer service without having to send their calls offshore. In this week’s podcast, hear Sally’s approach to culture, the challenge of attracting quality talent, effective virtual leadership, and why it’s important to elevate gratitude as a core value to impact positive change. Key Soundbites On leadership– “I view my role (as a leader) as shining the light on others, to set a vision. This is who we’re going to be, and these are the things that are not acceptable.” On transparency– “Our values are about how we interact with each other and how we interact with our clients. Transparency has to do with how we communicate with our team and clients. It doesn’t exist in this industry and we are changing that.” On leading virtual teams - “Communication comes to mind. We do all of our meetings on video, being on camera so that we can look you in the eye and vice-versa. Humanize the meetings because people can be distracted. We start every meeting with good news, gratitude, and a human element of their personal life, a water cooler conversation. We also have social media channels, virtual book clubs, and virtual happy hours.” On customer experience – “By taking care of good people once you have the good fortune of getting them, they, in turn, then take care of those customers. We always go back to, are we doing enough to take care of the people, are we listening to them, are we flexible enough? That is our sole focus.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
Entrepreneur, leading wedding & entertainment expert, author and television personality David Tutera shares with us how he built one of the biggest lifestyle brands in Hollywood in this episode of Leading the Way. David shares the importance of creativity in business and explains in detail the amount of research, imagination, and innovation that goes into planning each event that results in a personalized, highly unique, and ultimate customer experience.Making his television debut on The View, his career catapulted into an immediate success simply by initially saying “yes.” Since then, he has been saying yes to many people including those he hires. David shares why he likes to hire people who he can mentor and help “sculpt their career,” those with a passion for the industry but not necessarily having industry experience. In this entertaining podcast, you’ll hear about celebrity wedding stories, his collaboration with Kathy Ireland, and his inspiring wisdom on how making a human connection, listening to others, and constantly learning can truly develop the ability to enjoy life. Key Soundbites On talent development – “Like an artist, you have to develop your skill. You can have the creativity, but you have to master it, and you have to learn, and you have to step in and be the intern, work the field, and learn the different facets of our business; the importance is learning and being patient.” On core values – “We succeed in life by saying yes. If we say no or think about it, we’ve lost an opportunity. I built my company based upon enthusiasm, creativity, and the honesty of literally being connected to my customers emotionally. But I learned and said yes every time.”On research - “It isn’t about coming up with a great idea, show you a piece, hope to sell it, and execute it. There is an enormous, enormous amount of research and understanding about the history, culture and traditions to meet their expectations.”On customer experience – “Our team always makes sure that we are paying attention and listening to the clients’ expectations. We have to remember our customer isn’t our only customer, it might be the 500 guests that are sitting in the room or the thousands of people that are getting the experience. We understand that keeping them happy ultimately keeps our clients thrilled.”On innovation - “Innovation is a really fascinating word that’s been part of my vocabulary in the industry since I began. It is allowing ourselves to stand out amongst all the clutter, and understanding that innovation means being different. Innovative means standing out amongst all of the others in the industry. The owners of companies need to be different than everyone else.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
American Airlines CEO Doug Parker is fearlessly taking his airline to new heights. With an emphasis on building trust, collaboration, and developing caring leaders, Doug declares they’re building a culture at American Airlines today that will take them well into the future. He highlights their strategic objective to think long-term and what it takes to build a world-class airline by making culture a competitive advantage. In this insightful interview, Doug shares his humbling story of what inspired him during turbulent times that changed his entire perspective to realize leadership is less about his career and all about the people who work there. With so many great discussions about lessons learned, agility, strategic execution, leadership development, diversity, and inclusion, you’ll learn first-hand how Doug Parker, with a true frontline focus, is changing the way his airline does business. American Airlines, the world’s largest airline and a company whose service has no boundaries, is truly being led by a boundary-less leader. You’ll ascend to a higher altitude as you tune-in to this week’s podcast and hear how Doug Parker is leading the way. Key Soundbites On transparency – “I view that as my job as much as anything, to be out talking with the team so that they can hear where their company is headed and how their company is doing. That’s how I best know how to get the organization to the place it needs to be, is being out talking to people.” On building trust – “What we consistently tell the team is the only way we can build trust is to just do trustworthy things over a long period of time, and it’ll happen over time. It’s not going to happen overnight. We just need to keep doing trustworthy things over time.” On agility - “We are figuring out ways we can be more nimble. It’s really about changing the way we design the work and the way you do the work as opposed to just putting items on a list and making sure they’re prioritized and staffed.” On leadership development – “What we know is we need to go build the leaders of the future of the airline, and we need to create a culture that develops leaders. The first way is caring. The leader’s job is to create an environment that cares for our frontline team, and we need leaders to do that.” On collaboration - “In today’s world, more important than ever, we need leaders that know how to work together. We want to have people that like working in teams and that like to succeed, but they really like seeing other people succeed and helping other people succeed.” About Leading the Way Leading the Way is a weekly radio show and podcast series that highlights influential business leaders and leading people practices from i4cp. Co-hosted by Emmy award-winning television anchor and radio host, Scott Murray, and i4cp’s Angel Carlton, the show features interviews with respected business leaders from the world of business, sports, entertainment, healthcare and philanthropy. The show airs live every Sunday at 4 pm CT on KLIF 570 in the Dallas/Ft. Worth area, the global audience is invited to listen live on www.klif.com and the weekly podcast debuts on iTunes or Google Play and the i4cp website the following week.…
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