In Great Company

by Louis Carter

  15. Julie Bort, “Jeff Bezos Explains the Perfect Way to Make Risky Business Decisions,” Business Insider, April 12, 2017, https://www.businessinsider.com/jeff-bezos-explains-the-perfect-way-to-make-risky-business-decisions-2017-4.

  16. Unless otherwise noted, in this chapter all quotes and paraphrased comments from James Citrin are from my interview with Citrin on March 7, 2018.

  17. Jerry Sternin, “Practice Positive Deviance for Extraordinary Social Change,” in Louis Carter, Roland Sullivan, Marshall Goldsmith, Dave Ulrich, and Norm Smallwood, editors, The Change Champion’s Field Guide: Strategies and Tools for Leading Change in Your Organization, 2nd ed., Wiley, San Francisco, 2013, pp. 73–94.

  18. Richard Pascale, Jerry Sternin, and Monique Sternin, The Power of Positive Deviance: How Unlikely Innovators Solve the World’s Toughest Problems, Harvard Business Review Press, Boston, 2010.

  19. David Dorsey, “Positive Deviant,” Fast Company, November 30, 2000, https://www.fastcompany.com/42075/positive-devian.

  20. Jane Lewis, “Positive Deviance: A Case Study in Finding and Harnessing the Wisdom of Organizational Communities,” Business Information Review, vol. 26, no. 4, 2009, pp. 282–287, https://hiddeninsights.co.uk/wp-content/uploads/downloads/2011/04/JL-BIR-article.pdf.

  21. Unless otherwise noted, in this chapter all quotes and paraphrased comments from Michael Arena are from my interview with Arena on February 14, 2018.

  22. John Donovan and Cathy Benko, “AT&T’s Talent Overhaul,” Harvard Business Review, October 2016, https://hbr.org/2016/10/atts-talent-overhaul.

  23. George, Bill. “The Leadership Quality that Truly Separates Disney’s Bob Iger From His Peers,” Fortune, April 4, 2016, http://fortune.com/2016/04/04/the-leadership-quality-that-truly-separates-disneys-bob-iger-from-his-peers/.

  24. This quote is commonly attributed to Albert Einstein, but there’s no clear evidence that these are his words.

  25. Based on material provided to the author by WD-40 CEO Garry Ridge and Stan Sewitch, VP Global Organization Development, January 30, 2018.

  26. Adam Bryant, “Jim Hackett on Authentic Leadership,” New York Times, August 18, 2012, https://www.nytimes.com/2012/08/19/business/james-hackett-of-steelcase-on-authentic-leadership.html.

  27. Based on material provided to the author by WD-40 CEO Garry Ridge.

  28. Jordan Novet, “Intel CEO to Employees: ‘We Are Going to Take More Risks,’” CNCB, December 19, 2017, https://www.cnbc.com/2017/12/19/intel-ceo-in-memo-we-are-going-to-take-more-risks.html.

  29. Sylvia Ann Hewlett, Melinda Marshall, and Laura Sherbin, “How Diversity Can Drive Innovation,” Harvard Business Review, December 2013, https://hbr.org/2013/12/how-diversity-can-drive-innovation.

  30. Bryan Adams, “How Google’s 20 Percent Rule Can Make You More Productive and Energetic,” Inc., December 28, 2016, https://www.inc.com/bryan-adams/12-ways-to-encourage-more-free-thinking-and-innovation-into-any-business.html.

  31. Charles A. O’Reilly and Michael L. Tushman, “The Ambidextrous Organization,” Harvard Business Review, April 2004, https://hbr.org/2004/04/the-ambidextrous-organization; and Charles A. O’Reilly and Michael L. Tushman, Lead and Disrupt: How to Solve the Innovator’s Dilemma, Stanford University Press, Stanford, 2016.

  32. Kim Cameron, Carlos Mora, Trevor Leutscher, and Margaret Calarco, “Effects of Positive Practices on Organizational Effectiveness,” Journal of Applied Behavioral Science, vol. 47, no. 3, 2011, pp. 266–308; and Sonja Lyubomirsky, Laura King, and Ed Diener, “The Benefits of Frequent Positive Affect: Does Happiness Lead to Success?” Psychological Bulletin, vol. 131, no. 6, 2005, pp. 803–855, https://www.apa.org/pubs/journals/releases/bul-1316803.pdf.

  33. Emma Seppälä, “Positive Teams Are More Productive,” Harvard Business Review, March 18, 2015, https://hbr.org/2015/03/positive-teams-are-more-productive.

  34. Marguerite Ward, “4 Reasons People Love Working at Southwest, Which Has Never Laid off a Single Employee,” CNBC Make It, December 9, 2016, https://www.cnbc.com/2016/12/09/4-reasons-people-love-working-at-southwest-which-has-never-laid-off-a-single-employee.html.

  35. Thomas Sy, Stéphane Côté, and Richard Saavedra, “The Contagious Leader: Impact of the Leader’s Mood on the Mood of Group Members, Group Affective Tone, and Group Processes,” Journal of Applied Psychology, vol. 90, no. 2, 2005, pp. 295–305, http://psycnet.apa.org/record/2005-02538-007.

  36. Shauna Carey, “A Lesson in Optimism,” IDEO.org, June 2016, https://www.ideo.org/perspective/a-lesson-in-optimism.

  Chapter 5

  1. George Beall, “The Importance of Sticking to Your Company Values,” The Next Web, October 17, 2017, https://thenextweb.com/contributors/2017/10/18/importance-sticking-company-values/.

  2. Patagonia, “Patagonia’s Mission Statement,” last modified 2018, https://www.patagonia.com/company-info.html.

  3. Anne Fisher, “How Patagonia Keeps Employee Turnover ‘Freakishly Low,’” Fortune, June 9, 2016, http://fortune.com/2016/06/09/patagonia-employee-turnover/.

  4. Todd Henneman, “Patagonia Fills Payroll with People Who Are Passionate,” Workforce, November 5, 2011, http://www.workforce.com/2011/11/05/patagonia-fills-payroll-with-people-who-are-passionate/.

  5. Unless otherwise noted, in this chapter, all quotes and paraphrased comments from Howard Behar are from my interview with Behar on November 7, 2018.

  6. Jim Collins and Jerry Porras, Built to Last: Successful Habits of Visionary Companies, Harper Business, New York, 2004.

  7. Patrick M. Lencioni, “Make Your Values Mean Something,” Harvard Business Review, July 2002, https://hbr.org/2002/07/make-your-values-mean-something.

  8. Patrick Wong, “Does More Money Change What We Value at Work?” Glassdoor, January 17, 2017, https://www.glassdoor.com/research/more-money-change-value-at-work/.

  9. Ibid.

  10. Punit Renjen, “Culture of Purpose: A Business Imperative,” 2013 Core Beliefs & Culture Survey, Deloitte, 2013, p. 4, https://www2.deloitte.com/content/dam/Deloitte/us/Documents/about-deloitte/us-leadership-2013-core-beliefs-culture-survey-051613.pdf.

  11. Johnson & Johnson, “Our Credo,” last modified 2018, https://www.jnj.com/about-jnj/jnj-credo.

  12. Stephen A. Greyser, Johnson & Johnson: The Tylenol Tragedy, Harvard Business School Case 583-043, October 1982 (revised May 1992), https://www.hbs.edu/faculty/Pages/item.aspx?num=17858.

  13. Nate Dvorak and Bailey Nelson, “Few Employees Believe in Their Company’s Values,” Gallup Business Journal, September 13, 2016, https://news.gallup.com/businessjournal/195491/few-employees-believe-company-values.aspx.

  14. Halah Touryalai, “The Gospel According to Wells Fargo,” Forbes, January 25, 2012, https://www.forbes.com/sites/halahtouryalai/2012/01/25/the-gospel-according-to-wells-fargo/#7ed8cce87904.

  15. Digital Marketing Resource Center, Leveraging Core Values for Competitive Advantage, case study, http://dmresourcecenter.com/unit-5/core-values/. Accessed August 15, 2018.

  16. Knowledge@Warton, “Tylenol and the Legacy of J&J’s James Burke,” Leadership, October 2, 2012, http://knowledge.wharton.upenn.edu/article/tylenol-and-the-legacy-of-jjs-james-burke/.

  17. Unless otherwise noted, in this chapter all quotes and paraphrased comments from John Tu are from my interview with Tu on December 21, 2017.

  18. Stuart Anderson, “Family Immigration Led to John Tu’s Billion Dollar Company,” Forbes, December 19, 2017, https://www.forbes.com/sites/stuartanderson/2017/12/19/family-immigration-led-to-john-tus-billion-dollar-company/#266995c65c1c.

  19. Carol L. Cone, 5 Years of Purpose: The Reengineering of Brand Marketing, executive summary, goodpurpose 2012, Edelman, 2012, https://bschool.nus.edu.sg/pdf/acsep/2012-Edelman-goodpurpose%C2%AE-Study.pdf.

  20. Glassdoor, “Top HR Statistics: The Latest Stats for HR & Recruiting Pros,” Glassdoor for Employers, last modified 2016, https://www.glassdoor.com/employers/popular-topics/hr-stats.htm.

  21. Unless otherwise noted, in this chapter, all quotes and paraphrased co
mments from Jeanette Winters are from my interview with Winters on April 3, 2018.

  22. Tony Hsieh, “How Zappos Infuses Culture Using Core Values,” Harvard Business Review, May 24, 2010, https://hbr.org/2010/05/how-zappos-infuses-culture-using-core-values.

  23. Unless otherwise noted, in this chapter, all quotes and paraphrased comments from Eric Fink are from my interview with Fink on September 8, 2017.

  24. Alan Lewis, “How My Company Hires for Culture First, Skills Second,” Harvard Business Review, January 26, 2011, https://hbr.org/2011/01/how-my-company-hires-for-cultu. Accessed August 15, 2018.

  25. Unless otherwise noted, in this chapter all quotes and paraphrased comments from Tom Kolditz are from my interview with Kolditz on March 28, 2018.

  26. Best Practice Instutite (BPI), “Novozymes Proves That Sustainability Pays,” UN Global Compact, 2015, pp. 1–4, https://www.unglobalcompact.org/docs/issues_doc/lead/examples/Novozymes.pdf.

  27. John Mackey, “Letter to Stakeholders,” Whole Foods, https://www.wholefoodsmarket.com/sites/default/files/media/Global/Company%20Info/PDFs/ar07_letter.pdf.

  28. Kermit Pattison, “Chip Conley Took the Maslow Pyramid, Made It an Employee Pyramid and Saved His Company,” Fast Cmpany, August 26, 2010, https://www.fastcompany.com/1685009/chip-conley-took-maslow-pyramid-made-it-employee-pyramid-and-saved-his-company.

  Chapter 6

  1. Unless otherwise noted, this story in this chapter and any quotes and paraphrased material from Howard Behar are from my interview with Behar on October 27, 2017. The same story is recounted from the perspective of Howard Schultz in his book Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time, Hatchette Books, New York, 1999.

  2. Tony Schwartz and Christine Porath, “The Power of Meeting Your Employees’ Needs,” Harvard Business Review, June 30, 2014, https://hbr.org/2014/06/the-power-of-meeting-your-employees-needs.

  3. Society for Human Resource Management (SHRM), “Employee Job Satisfaction and Engagement: Optimizing Organizational Culture for Success,” SHRM, 2014.

  4. David Balovich, “Respect in the Workplace,” Creditworthy News, August 17, 2006, http://www.creditworthy.com/3jm/articles/cw81706.html.

  5. Howard S. Friedman and Stephanie Booth-Kewley, “Personality, Type A Behaviour, and Coronary Heart Disease: The Role of Emotional Expression,” Journal of Personality and Social Psychology, vol. 53, no. 4, 1987, pp. 783–792.

  6. Sally Kane, “Workplace Bullying Stories,” The Balance Careers, June 11, 2018, https://www.thebalancecareers.com/bullying-stories-2164317.

  7. American Psychological Association (APA) Center for Organizational Excellence, Workplace Bullying, video, 2:45 minutes, January 22, 2014, https://www.youtube.com/watch?v=-bhrqQ5zNmc.

  8. David Rohde, “The Anti-Walmart: The Secret Sauce of Wegmans Is People,” Atlantic, March 23, 2012, https://www.theatlantic.com/business/archive/2012/03/the-anti-walmart-the-secret-sauce-of-wegmans-is-people/254994/.

  9. Fortune, “Fortune 100 Best 2017: Wegmans Food Markets,” http://fortune.com/best-companies/wegmans-food-markets/.

  10. Pamela N. Danziger, “Why Wegmans Food Markets Gets the Love of Customers,” Forbes, March 3, 2018, https://www.forbes.com/sites/pamdanziger/2018/03/03/why-wegmans-food-markets-gets-the-love-of-customers/2/#6590283357b7.

  11. Mark Feffer, “What Makes an Employer a Great Place to Work? It Takes Conscious Effort to Build and Maintain a Workplace Where Every Employee Feels Like a Star,” Society for Human Resource Management (SHRM), June 1, 2015, https://www.shrm.org/hr-today/news/hr-magazine/pages/0615-great-places-to-work.aspx.

  12. Ibid.

  13. Michael Hess, “Could This Be the Best Company in the World?” CBS MoneyWatch, September 13, 2011, https://www.cbsnews.com/news/could-this-be-the-best-company-in-the-world/.

  14. Market Force, “New Market Force Information Study Finds Publix and Wegmans Are America’s Favorite Grocery Stores,” Market Force Information, May 9, 2017, https://www.marketforce.com/2017-market-research-on-americas-favorite-grocery-chains.

  15. David Rohde, “The Anti-Walmart.”

  16. Paul J. Zak, “The Neuroscience of Trust,” Harvard Business Review, January 2017, https://hbr.org/2017/01/the-neuroscience-of-trust.

  17. Vivian Hunt, Dennis Layton, and Sara Prince, “Why Diversity Matters,” McKinsey & Company, January 2015, https://www.mckinsey.com/business-functions/organization/our-insights/why-diversity-matters.

  18. Josh Bersin, “Why Diversity and Inclusion Has Become a Business Priority,” Josh Bersin, last modified May 9, 2016, https://joshbersin.com/2015/12/why-diversity-and-inclusion-will-be-a-top-priority-for-2016/.

  19. Jeff Kauflin, “America’s Best Employers for Diversity,” Forbes, January 23, 2018, https://www.forbes.com/sites/jeffkauflin/2018/01/23/americas-best-employers-for-diversity/#3023d9047164.

  20. Mike Stallard, “3 Practices CEOs Can Learn from the Girl Scouts,” Connection Culture Group, February 5, 2014, http://connectionculture.com/post/3-practices-ceos-can-learn-girl-scouts.

  21. Unless otherwise noted, in this chapter all quotes and paraphrased material from Frances Hesselbein are from my interview with Hesselbein on September 16, 2015.

  22. Paolo Gaudiano and Ellen Hunt, “Diversity from the Bottom Up: Lessons and Insights from Tech Leader Atlassian,” Forbes, March 27, 2017, https://www.forbes.com/sites/gaudianohunt/2017/03/27/atlassian-diversity-reports/#40730bb45a43.

  23. Unless otherwise noted, in this chapter all quotes and paraphrased material from Dominic Barton are from my interview with Barton on November 26, 2017.

  24. Paolo Gaudiano and Ellen Hunt, “Diversity from the Bottom Up.”

  25. Christine Porath, “The Leadership Behavior That’s Most Important to Employees,” Harvard Business Review, May 11, 2015, https://hbr.org/2015/05/the-leadership-behavior-thats-most-important-to-employees.

  26. Daniel Goleman, Emotional Intelligence, Bantam Books, New York, 1995.

  27. Flaum, “When It Comes to Business Leadership, Nice Guys Finish First: A Green Peak Partners Study Shows That Conventional Wisdom Is Wrong—and That Leaders Who Possess Strong Soft Skills Perform Better at Driving Hard Results,” Green Peak Partners, https://greenpeakpartners.com/wp-content/uploads/2018/09/Green-Peak_Cornell-University-Study_What-predicts-success.pdf.

  28. “How CEO Garry Ridge Has Made WD-40 a Well-Oiled Machine,” Simply Communicate, February 6, 2016, https://simply-communicate.com/ceo-garry-ridge-made-wd-40-well-oiled-machine/.

  29. Ibid.

  30. Dr. Terry Jackson is a trusted advisor and coach to C-suite executives. He is the author of Transformational Thinking: The First Toward Personal and Organizational Greatness, Amazon Digital Services, and the COO of JCG Consulting Group. The quotes and this story came to me from Jackson directly.

  31. Glassdoor Survey, “Employers to Retain Half of Their Employees Longer If Bosses Showed More Appreciation,” Glassdoor for Employers, November 13, 2013, https://www.glassdoor.com/employers/blog/employers-to-retain-half-of-their-employees-longer-if-bosses-showed-more-appreciation-glassdoor-survey/.

  32. Christine Porath and Douglas R. Conant, “The Key to Campbell Soup’s Turnaround? Civility,” Harvard Business Review, October 5, 2017, https://hbr.org/2017/10/the-key-to-campbell-soups-turnaround-civility.

  33. Elisa Boxer, “Home Depot’s CEO Did This 25,000 Times. Science Says You Should Do It Too,” Inc., November 10, 2017, https://www.inc.com/elisa-boxer/home-depots-ceo-did-this-25000-times-science-says-you-should-do-it-too.html.

  Chapter 7

  1. Todd Spangler, “Netflix Booms in Q1 to Hit 125 Million Streaming Subscribers, Again Beating Forecasts,” Variety, April 16, 2018, https://variety.com/2018/digital/news/netflix-q1-2018-earnings-beat-expectations-1202754386/.

  2. James Ledbetter, “America’s Most Underestimated Company,” Slate, September 1, 2010, http://www.slate.com/articles/business/moneybox/2010/09/americas_most_underestimated_company.html.

  3. Kevin Kruse, “Netflix Culture Deck Co-Creator
Says Leaders Need to Explain Context,” Forbes, February 19, 2018, https://www.forbes.com/sites/kevinkruse/2018/02/19/netflix-culture-deck-co-creator-says-leaders-need-to-explain-context/#4d6e4097590c.

  4. Reed Hastings, “Actual Company Values—Culture,” SlideShare, August 1, 2009, https://www.slideshare.net/reed2001/culture-1798664/8-Actual_company_values_are_thebehaviors.

  5. Nancy Hass, “And the Award for the Next HBO Goes to . . . ,” GQ, January 29, 2013, https://www.gq.com/story/netflix-founder-reed-hastings-house-of-cards-arrested-development?mobify=0.

  6. Ibid.

  7. Bobby Medlin and Kenneth W. Green, Jr., “Enhancing Performance Through Goal Setting, Engagement, and Optimism,” Industrial Management & Data Systems, vol. 109, no. 7, 2009, pp. 943–956, https://doi.org/10.1108/02635570910982292.

  8. Hannah J. P. Klug and Günter W. Maie, “Linking Goal Progress and Subjective Well-Being: A Meta-analysis,” Journal of Happiness Studies, vol. 16, no. 1, 2015, pp. 37–65, https://doi.org/10.1007/s10902-013-9493-0.

  9. Dan Ariely, What Makes Us Feel Good About Our Work? TED channel, video, 20:26 minutes, April 10, 2013, https://www.youtube.com/watch?v=5aH2Ppjpcho&itct=CBIQpDAYACITCOugx8ja5tcCFUvPAwod6kAP3zIHcmVsYXRlZEiHuKyRhb2ombUB&app=desktop.

  10. Teresa Amabile and Steven J. Kramer, “The Power of Small Wins,” Harvard Business Review, May 2011, https://hbr.org/2011/05/the-power-of-small-wins.

  11. Lisa Evans, “Why Sharing Your Progress Makes You More Likely to Accomplish Your Goals,” Fast Company, June 19, 2015, https://www.fastcompany.com/3047432/why-sharing-your-progress-makes-you-more-likely-to-accomplish-your-goals.

  12. Andrew J. Oswald, Eugenio Proto, and Daniel Sgroi, “Happiness and Productivity,” Journal of Labor Economics, vol. 33, no. 4, 2015, pp. 789–822, http://wrap.warwick.ac.uk/63228/.

  13. Best Practice Institute, BPI Nurses Survey, http://www.bestpracticeboard.com/nursesurvey.htm. Accessed August 15, 2018.