Surrounded By Geniuses

Protecting Customers and Employees

2012-01-25T09:10:24-05:00

Greetings. Having teenagers has its special rewards. Wait...I'm trying to think of one. But seriously, having two teenage daughters is a source of great joy and, at times, lots of emotion. But it's also a wonderful opportunity to learn, keep up with the wisdom and challenges of their generation, strengthen my understanding of digital technology and the fast-changing world of entertainment and improve my colorful language skills. It is also an opportunity to learn about some of the best practices of companies focused on young people that are working hard to earn their attention and purchasing power. Companies like H & M, the fast-growing Swedish retailer, or Chipotle which has reinvented the world of fast food, or Spotify which is innovating the way people find and share music.

And one lesser-known company started by a mother and her teenage daughter in southern California also caught my eye. It's called Zorbitz and it makes jewelry out of gems and wood that has a special twist. Buy a Zorbitz bracelet and it comes on "seed paper" that can be planted to grow a tree. And if that isn't cool enough, it also comes with a powerful promise based on the specific healing purpose of each bracelet. For example, the "Protection Bracelet" that our daughter Carly received as a gift comes with the following pledge:

"Wear this bracelet always and your life can be protected from evil, negativity and harm, your stress can be lifted, and you will become a beautiful flower."

Which seemed a bit goofy until I started imagining this pledge as something we might offer to all of our customers. And all of our employees. A pledge to protect them by making their world--and our interactions with them--more positive, less toxic and way less stressful. A pledge to make them more beautiful and complete. A pledge to keep them from harm every minute that they use our product or work for our company or organization. And as I thought about it, it didn't seem so goofy any more. In fact, it seemed to be a remarkably powerful idea for all us that could, with a bit of word-smithing, apply to every business in every industry that cares about its customers and its people. Apparel makers whose offerings could make wearers stronger and healthier while protecting them from the dangers around them. Hotels that could make guests more energized and complete by protecting them from the stress of travel or the great frustration of a bad meeting. Defense contractors who could use the best technology and materials to protect all of our soldiers when they enter harm's way. IT companies that could build systems that instantly repair themselves. Based on a powerful pledge borne out of a bracelet and the vision of a young company started with $100 after a walk along the beach.

We win in business and in life when we commit to protecting those we serve. And when we believe that we can learn a lot from teenagers.

Cheers!

Having a Bad Day?

2012-01-22T19:15:49-05:00

Greetings. A few moments after the New England Patriots barely defeated the Baltimore Ravens to win the American Football Conference championship, star quarterback Tom Brady said during his first post-game interview:

"I sucked pretty bad today but our defense saved us."

It was a simple and very honest admission by one of the best players in the history of professional football. An admission that no matter how talented we might be, or how well we prepare, sometimes we just have bad days. But if we are lucky, our teammates cover for us. It's essential insight for our companies and organizations as we try to innovate, accomplish more with fewer resources and work to deliver greater value to those we have the privilege to serve.

We'd all like to be perfect every day. But sometimes things don't work out as we've planned. And that's just one of the reasons we need each other more than many of us are willing to admit. Because our collective genius is a lot more powerful than our individual abilities--even on our best days.

We win in business and in life when we always look out for each other. And when we are able to admit that we've had better days.

Cheers and have a great and collaborative week ahead!

A Failure of Strategy

2012-01-19T21:26:15-05:00

Greetings. It was definitely a bad week for American business icons as two great brands filed for bankruptcy protection. First, our dear friends at Hostess decided to bake a brand new plan for overcoming declining sales and a shortage of dough (or capital). And now Kodak, the company synonymous with photography, has entered the dark room of reorganization in the hope of reemerging with a new and brighter image of its future. In the case of Kodak, we can lay most of the blame on a failure of strategy and an unwillingness to leave the past in order to create the future.

Strategy is about making choices about offerings and customers. Tough choices. And in the world of technology it often means giving up on our old, reliable and adored technologies as we place a bet on what will come next. Which makes it even more troubling when we are the ones who have figured out what will come next and are unwilling to make it happen. Because Kodak actually invented digital photography--way back in 1975--but never made the commitment or the investment to become the market leader. Choosing instead to believe that there would always be a gigantic market for film and film-based cameras. That they would dominate. Just like the market for mainframe computers, vinyl records, Sony Walkmen and brick and mortar bookstores.

And adding to the sadness of Kodak's decline is the reality that the company's main competitor in the old world of photography, Fujifilm, is thriving today as a diversified company with strong and very successful offerings in digital cameras, specialty films, medical imaging, digital services and optical devices. The result, one can only imagine, of a clear strategy aimed at exposing the limitations of its core business in order to reinvent a prosperous future.

We win in business and in life when we are willing to make dramatic changes required to survive and prosper. And when we have the guts to give up those parts of the past that won't get us to the future.

Cheers!

Words to Live and Innovate By

2012-01-16T11:34:47-05:00

Greetings. Today is Martin Luther King Jr. Day here in the U.S., and a perfect time to think about the life and ideas of Dr. King. While his work wasn't focused on providing guidance to companies and organizations, he did have a clear and powerful commitment to the rights of workers--especially those, like sanitation workers, who were responsible for doing the jobs that many people in our society look down upon. He understood, in keeping with one of the premises of this blog, that everyone in our organizations matters. And that everyone has the potential for genius if given the opportunity.

He also recognized the responsibility that all of us have to do our work to the best of our abilities, a thought emphasized in these words:

"Whatever your life's work is, do it well. A man should do his job so well that the living, the dead, and the unborn could not do it better."

A responsibility enabled by the commitment of leaders who encourage employees at all levels to be curious, ask questions and seek to innovate in ways that deliver greater value to our customers and everyone we have the privilege to serve.

During the past month I've had the pleasure of facilitating the strategic planning process for one our customers. It's a fast growing company called REI Systems, based in northern Virginia, that's earned a great reputation for using information technology to solve important public sector challenges. But it's a company focused on much more than designing the best technical solutions for customers, because REI's real commitment is to build systems that help its customers "improve the lives of millions of people." It's a commitment that guides the work of its leaders and employees and which leads me to one more quote from Dr. King that underscores the real promise of our companies:

"Life's most important and urgent question is -- What are you doing for others?"

We win in business and in life when we are committed to being the best at something that matters. And when we are driven by a desire to make a meaningful difference in the lives of others.

Cheers!

The Rise and Decline of Twinkies

2012-01-12T15:06:05-05:00

Greetings. As a child growing up in Northern California I recall having a severe case of "Twinkie-envy." While my parents would try to fill my lunchbox with fruit, carrot sticks and other healthy treats, classmates would come to school with packs of Twinkies, Ding Dongs, HoHos, Sno Balls and Hostess cupcakes--the veritable mother lode of childhood cuisine. Each perfectly formed, perfectly baked, perfectly preserved and magically wrapped in its own perfect little package. This was "food" for the ages--depending, of course, on your definition of food and view of the ages. Moist, creamy, sweeter than the very sweetest moments in life--truly a gift from the gods (or at least the god of snack food). One imagined a Twinkie would stay fresh forever thanks to major innovations in the science of food preservation. A far cry from the components of my totally unappealing lunch wrapped in totally boring wax bags that kept them somewhat fresh until lunch time.

One also imagined the wonderful company that created these remarkable taste sensations--and also created Wonder Bread--would itself remain fresh forever... bringing new creations to an adoring nation.

So news that Hostess Brands is once again filing for bankruptcy protection comes as a shock to anyone who believes in the power of sugar, corn syrup, enriched and bleached flour and preservatives. And to anyone who believes that some companies, just like their products, should last forever even when they decide not to change very much. Not that the products seem to be the problem according the company's latest statements. No, the real villain is rising health care and pension costs rather than the changing tastes and health concerns of the earth's inhabitants. From their perspective Twinkies and their delicious siblings remain popular and have even achieved cult-like status in the vending machines, snack bars and meeting rooms of some of today's leading technology companies.

Though it should be noted that sales have declined.

We win in business and in life when we realize that eventually all of us need to change. And when we plan accordingly.

Cheers!

The Wisdom of Gift Cards

2012-01-09T19:13:10-05:00

Greetings. This holiday season it was hard to avoid the amazing growth of "gift cards" as a perfect giving option. Gift cards for practically every product, service or retail establishment known to humankind...all tastefully displayed in drug stores, grocery stores, departments stores and the individual stores bearing their names and logos. They've become almost ubiquitous--my favorite word from high school English class (and a word I have been hoping to use in a blog post)--and a highly desirable present because they allow recipients to buy something they really want instead of what we guess they might want. Not that there's anything wrong with guessing. But, then again, we might choose something that is quickly "re-gifted."

We leads me to a very simple and powerful idea about how to engage employees and bring out their real genius. An idea so simple and logical that it drives most companies, leaders and human resource directors absolutely crazy--"because it's just too hard to control or administer."

The notion that we let employees decide what incentives they'd like to receive. Or what training would inspire and enable them to add greater value. That we give them a "gift card" rather than the standard prescribed set of rewards we provide to everyone. That we let them choose how to spend it in any way that will help them to become more skillful, engaged, innovative, entrepreneurial and brilliant aligned with our strategic objectives. That we encourage them to explore a range of possible gifts (within the resources we have available) to see what lights their fire, floats their boat or energizes them to make a more meaningful difference in our success. And helps them to build the career they aspire to have.

The simple wisdom of a gift is its potential to unlock a giant world of individuality and possibilities.

For them and for us.

We win in business and in life when understand what really motivates those we care about. And when we give a gift that allows them to unlock their own genius.

Cheers!

To a New Year of Innovation

2012-01-03T15:49:39-05:00

Greetings and Happy New Year! It's the start of a new year and the perfect time to think about the real potential of your company or organization. It's also a great time to unlock your innate gift for curiosity and innovation, and to imagine just how remarkable you could be in 2012. Remarkable in understanding better the needs and dreams of your customers. Remarkable in discovering and tapping the talents of everyone you work with. Remarkable in building more effective and compelling partnerships and alliances with others who share your same vision and values. Remarkable in using the latest technology and social media to learn, play, connect, explore and imagine a world filled with possibilities. Remarkable in creating greater value for those you have the privilege to serve.

So why not think of 2012 as the greatest of gifts. A chance to make a re-freshed start with a refreshed sense of curiosity, wonder, optimism and energy. Building on your best thinking, action and lessons learned from the year that's past.

In the year ahead I'm determined to try my hardest to bring you fresh ideas and perspectives for unlocking the true genius in yourself, your colleagues and your organizations. Along with the latest insights for unlocking the brilliance in the world around us. Including innovative guidance from our children--Sara, Noah and Carly (shown here enjoying the sea, wind and sun on their favorite corner of the West Coast of Sweden)--and all of their friends...for whom much of life seems remarkably intuitive. And I'll also ask you to share your best ideas on innovation, engaging employees and delighting customers as a resource for all the readers of this blog.

So find the place where you are at your best and commit to creating a simply remarkable 2012. And I'll send you off with my best wishes for your most innovative and value-filled year yet!

Cheers!

Finding Time to Get Distracted

2011-12-26T17:14:48-05:00

Greetings. The week between Christmas and New Year's is always a funny time. Some people are hard at work--busily attending to key end of the year deliverables or planning for the year ahead--while others are hardly working...taking a break with family, friends or a good book in order to recharge their batteries for the start of a hopeful year ahead. And, in either case, with little time or inclination to read a blog post about innovation and business success. That can wait until January when we're all a bit more focused on work and the promise of new ways of doing things.

So I'll keep this post brief and then rejoin you after the first of the year. But I would be remiss if I didn't suggest that this week of "transition" is a great time to let your attention wander. To be less focused. Because there's a real possibility that we could all be more successful by getting distracted.

That more regular distraction should be an essential part of our work lives and the lives of our companies and organizations.

Distraction that enables us to discover a brand new idea, a new vantage point, a new interest or a new connection. Distraction that enables us to come back to the tasks at hand with a fresh perspective on what is really possible. The distraction that comes from taking time off or simply letting our minds wander. From losing focus for a few moments or a few days.

So go ahead and get distracted. It might be the start of a remarkable new habit.

We win in business and life when we allow ourselves to get distracted. And in doing so create the chance to see our world in a new and more powerful way.

Cheers!

Books: Wonderstruck

2011-12-19T09:17:52-05:00

Greetings. Thinking of that perfect last minute holiday gift for a special family member, friend, colleague, customer, neighbor or total or partial stranger? If so, you might make a big hit with Brian Selznick's latest book Wonderstruck. It's not your typical business book, but a book for kids, businesspeople and entrepreneurs of all ages. And like his last book, The Invention of Hugo Cabret--featured in this blog last year and now a major motion picture called "Hugo"--Wonderstruck is a book filled with a fascinating story, remarkable illustrations and an amazing spirit of wonder and possibilities.

But rather than tell you anything about the setting, plot, characters or message, I'll leave it to you to discover the real magic in Selznick's latest tale (or more precisely pair of tales). Instead I'll simply remind you of the special power of curiosity and stories in the success of all of our companies and organizations!

And leave you to the simple joy of losing yourself in a book...

We win in business and in life when we continually unlock the power of our imaginations. And when we make time to read a book by ourselves or with a friend or colleague.

Cheers!

A World Without Managers

2011-12-14T17:52:42-05:00

Greetings. Many companies I work with express a clear desire to create "flatter" organizations that "empower" their employees and push decision-making down to the lowest possible level. It is an admirable pursuit that is fraught with challenges and powerful opportunities. On the plus side, it reduces the time required and cost of decisions and moves decision-making closer to where the action is. It also has the potential to engage employees in new ways by giving them a much bigger stake in the success of the business. This in turn should lead to greater innovation and initiative as employees seek to solve problems, create more value and connect more directly with their internal and external customers and partners in new and better ways.

On the challenge side, it requires us to have the right cast of characters in place and to all be aligned around a set of values and operating principles that support our mutual success. It requires us to let go, butt out and give people the freedom to be brilliant and also make mistakes.

So it should come as no surprise that even the best intentioned companies rarely end up being very flat. That's why Gary Hamel's article titled "First Let's Fire all the Managers," in the latest issue of the Harvard Business Review should warrant your interest. Because it profiles Morning Star, the world's leading processor of tomatoes, and a company where "no one has a boss," "employees negotiate responsibilities with their peers," "everyone can spend the company's money," "each employee is responsible for acquiring the tools needed to do his or her job," "there are no titles and no promotions," "compensation decisions are peer-based." And where everybody creates, and reports to, their own personal mission statement.

A company in which 400 full-time employees generate $700 million in annual revenues.

And a company that will either excite you to the max or frighten you to death whenever you imagine the possibility of creating a flatter organization.

We win in business and in life when we unlock the genius in everyone. And when we figure out the right organizational structure to make it happen.

Cheers!