Corporate Culture – Leader’s Secret Asset | Harald Port | TEDxLugano

[Music]

[Music] I’d love to travel and recently in the

I’d love to travel and recently in the

I’d love to travel and recently in the beginning of the year I had a great trip

beginning of the year I had a great trip

beginning of the year I had a great trip to Australia now I say I had a great

to Australia now I say I had a great

to Australia now I say I had a great trip doesn’t mean I had a great travel

trip doesn’t mean I had a great travel

trip doesn’t mean I had a great travel there and just to keep a long story

there and just to keep a long story

there and just to keep a long story short I’d like to tell you a little bit

short I’d like to tell you a little bit

short I’d like to tell you a little bit about that

about that

about that I’m from Zurich and I wanted to fly from

I’m from Zurich and I wanted to fly from

I’m from Zurich and I wanted to fly from Zurich to Australia but there’s no

Zurich to Australia but there’s no

Zurich to Australia but there’s no direct flights so what I did is I

direct flights so what I did is I

direct flights so what I did is I connected through Dubai and the first

connected through Dubai and the first

connected through Dubai and the first leg to Dubai everything was great but

leg to Dubai everything was great but

leg to Dubai everything was great but when arriving in Dubai my flight was

when arriving in Dubai my flight was

when arriving in Dubai my flight was canceled so unfortunately now you have

canceled so unfortunately now you have

canceled so unfortunately now you have to imagine this four hundred people are

to imagine this four hundred people are

to imagine this four hundred people are getting off an airplane and are eager to

getting off an airplane and are eager to

getting off an airplane and are eager to connect to their flights to Australia

connect to their flights to Australia

connect to their flights to Australia these are big planes coming in there at

these are big planes coming in there at

these are big planes coming in there at the same time when they were getting off

the same time when they were getting off

the same time when they were getting off there was a headline that our trip had

there was a headline that our trip had

there was a headline that our trip had been canceled

been canceled

been canceled and as that emotions started to sink in

and as that emotions started to sink in

and as that emotions started to sink in there’s different emotions so for

there’s different emotions so for

there’s different emotions so for example when I when I travel I have an

example when I when I travel I have an

example when I when I travel I have an itinerary and it says you know the first

itinerary and it says you know the first

itinerary and it says you know the first leg here second leg there I actually

leg here second leg there I actually

leg here second leg there I actually believe that and I trust that that’s

believe that and I trust that that’s

believe that and I trust that that’s going to work out that way I make plans

going to work out that way I make plans

going to work out that way I make plans specifically for when I arrive and that

specifically for when I arrive and that

specifically for when I arrive and that night I had tickets to the at the at the

night I had tickets to the at the at the

night I had tickets to the at the at the Opera House of in Sydney so first

Opera House of in Sydney so first

Opera House of in Sydney so first emotion obviously anger annoyed unhappy

emotion obviously anger annoyed unhappy

emotion obviously anger annoyed unhappy and and and that’s I think what what a

and and and that’s I think what what a

and and and that’s I think what what a lot of customers experienced and a lot

lot of customers experienced and a lot

lot of customers experienced and a lot of passengers experienced when they were

of passengers experienced when they were

of passengers experienced when they were flying but then what I experienced then

flying but then what I experienced then

flying but then what I experienced then is something that I wanted to share with

is something that I wanted to share with

is something that I wanted to share with you which is the behaviors of that

you which is the behaviors of that

you which is the behaviors of that airline that had welcomed and and sort

airline that had welcomed and and sort

airline that had welcomed and and sort of communicated to us that that our trip

of communicated to us that that our trip

of communicated to us that that our trip had been canceled they had already

had been canceled they had already

had been canceled they had already rescheduled and rebooked all of the

rescheduled and rebooked all of the

rescheduled and rebooked all of the passengers onto that next flight out I

passengers onto that next flight out I

passengers onto that next flight out I never heard of that before I thought

never heard of that before I thought

never heard of that before I thought that was fantastic but it didn’t stop

that was fantastic but it didn’t stop

that was fantastic but it didn’t stop there there were not one but there are

there there were not one but there are

there there were not one but there are five or six people on the ground there

five or six people on the ground there

five or six people on the ground there welcoming those those guests who had

welcoming those those guests who had

welcoming those those guests who had arrived off of the plane to say hey if

arrived off of the plane to say hey if

arrived off of the plane to say hey if you want to go on to a different

you want to go on to a different

you want to go on to a different connection we

connection we

connection we help you with those rebooking x’ and

help you with those rebooking x’ and

help you with those rebooking x’ and because the flight had continued the

because the flight had continued the

because the flight had continued the next day there was a hotel needed those

next day there was a hotel needed those

next day there was a hotel needed those hotels were already booked as equally

hotels were already booked as equally

hotels were already booked as equally also the shuttle from the airport to the

also the shuttle from the airport to the

also the shuttle from the airport to the hotel I mean I was I was first annoyed

hotel I mean I was I was first annoyed

hotel I mean I was I was first annoyed was the first emotion but then I was

was the first emotion but then I was

was the first emotion but then I was surprised like what’s going on here I

surprised like what’s going on here I

surprised like what’s going on here I mean this is very rare for an airline to

mean this is very rare for an airline to

mean this is very rare for an airline to do and I was very positively surprised

do and I was very positively surprised

do and I was very positively surprised about that so through that change in

about that so through that change in

about that so through that change in emotions that I had there later on

emotions that I had there later on

emotions that I had there later on during the trip I thought about this and

during the trip I thought about this and

during the trip I thought about this and I said you know what I think I may

I said you know what I think I may

I said you know what I think I may actually travel with that airline again

actually travel with that airline again

actually travel with that airline again and it’s not so much because that flight

and it’s not so much because that flight

and it’s not so much because that flight was canceled that’s not really what I

was canceled that’s not really what I

was canceled that’s not really what I was looking for much more it was because

was looking for much more it was because

was looking for much more it was because how they behaved and how they they

how they behaved and how they they

how they behaved and how they they treated that and how they reacted to to

treated that and how they reacted to to

treated that and how they reacted to to what needed to be done things can go

what needed to be done things can go

what needed to be done things can go wrong

wrong

wrong great if people react in the right way

great if people react in the right way

great if people react in the right way so what I realized then was that the

so what I realized then was that the

so what I realized then was that the behaviors of the airline and of the

behaviors of the airline and of the

behaviors of the airline and of the staff and the people that were there

staff and the people that were there

staff and the people that were there affected my choice about future flights

affected my choice about future flights

affected my choice about future flights about what I would do in the future and

about what I would do in the future and

about what I would do in the future and I assume this is similar for a number of

I assume this is similar for a number of

I assume this is similar for a number of passengers that were on that flight who

passengers that were on that flight who

passengers that were on that flight who also had to make a choice or will have

also had to make a choice or will have

also had to make a choice or will have to make a choice in the future now I’m

to make a choice in the future now I’m

to make a choice in the future now I’m not here today to talk about the the

not here today to talk about the the

not here today to talk about the the value of customer service by individuals

value of customer service by individuals

value of customer service by individuals by small group of people I think that’s

by small group of people I think that’s

by small group of people I think that’s well known what I am here to talk about

well known what I am here to talk about

well known what I am here to talk about and what I’d like to invite you to think

and what I’d like to invite you to think

and what I’d like to invite you to think about together with me is what is the

about together with me is what is the

about together with me is what is the impact of corporate culture of the sum

impact of corporate culture of the sum

impact of corporate culture of the sum of all those behaviors on customer

of all those behaviors on customer

of all those behaviors on customer choices and then in turn on the success

choices and then in turn on the success

choices and then in turn on the success of business so let’s think about

of business so let’s think about

of business so let’s think about behaviors why do why do we behave the

behaviors why do why do we behave the

behaviors why do why do we behave the way we do well first of all I think we

way we do well first of all I think we

way we do well first of all I think we need to realize that behaviors is not

need to realize that behaviors is not

need to realize that behaviors is not something that we’ve that are part of

something that we’ve that are part of

something that we’ve that are part of our DNA they are actually something

our DNA they are actually something

our DNA they are actually something we’ve learned and just like a canyon has

we’ve learned and just like a canyon has

we’ve learned and just like a canyon has sediments layers of sediments similarly

sediments layers of sediments similarly

sediments layers of sediments similarly our behaviors are layers of experiences

our behaviors are layers of experiences

our behaviors are layers of experiences so we experience certain behaviors from

so we experience certain behaviors from

so we experience certain behaviors from our parents when we are young and maybe

our parents when we are young and maybe

our parents when we are young and maybe our immediate circle

our immediate circle

our immediate circle and from that we learn about behaviors

and from that we learn about behaviors

and from that we learn about behaviors later on when we’re in a job wewe start

later on when we’re in a job wewe start

later on when we’re in a job wewe start to experience the behaviors of our

to experience the behaviors of our

to experience the behaviors of our colleagues our superiors our bosses and

colleagues our superiors our bosses and

colleagues our superiors our bosses and from that again we are learning so what

from that again we are learning so what

from that again we are learning so what we can say that is that our our

we can say that is that our our

we can say that is that our our behaviors are actually a function of

behaviors are actually a function of

behaviors are actually a function of what we are experiencing from other

what we are experiencing from other

what we are experiencing from other people behaving and equally when I was

people behaving and equally when I was

people behaving and equally when I was there in Dubai and I experienced those

there in Dubai and I experienced those

there in Dubai and I experienced those really good and professional behaviors

really good and professional behaviors

really good and professional behaviors towards me as a customer they are

towards me as a customer they are

towards me as a customer they are actually a function of the behaviour of

actually a function of the behaviour of

actually a function of the behaviour of the other people within the airline so

the other people within the airline so

the other people within the airline so it seems that there is a connection

it seems that there is a connection

it seems that there is a connection between the behaviors a culture of the

between the behaviors a culture of the

between the behaviors a culture of the company my choices as a customer and and

company my choices as a customer and and

company my choices as a customer and and of my fellow passengers and then on

of my fellow passengers and then on

of my fellow passengers and then on business success because a a an airline

business success because a a an airline

business success because a a an airline needs customers to come back to be

needs customers to come back to be

needs customers to come back to be successful so if we think about business

successful so if we think about business

successful so if we think about business success for a moment how can we measure

success for a moment how can we measure

success for a moment how can we measure business success one way listed

business success one way listed

business success one way listed companies do that is they look at their

companies do that is they look at their

companies do that is they look at their stock price now what I’d like to do now

stock price now what I’d like to do now

stock price now what I’d like to do now is invite you to think about well what

is invite you to think about well what

is invite you to think about well what actually in what impact does corporate

actually in what impact does corporate

actually in what impact does corporate culture have on stock prices there was a

culture have on stock prices there was a

culture have on stock prices there was a study done by it by cotton Heskett where

study done by it by cotton Heskett where

study done by it by cotton Heskett where they compared companies who had no

they compared companies who had no

they compared companies who had no specific intention of thinking about

specific intention of thinking about

specific intention of thinking about corporate culture as part of their firm

corporate culture as part of their firm

corporate culture as part of their firm there was no special attention to that

there was no special attention to that

there was no special attention to that and it was another set of companies who

and it was another set of companies who

and it was another set of companies who made it a priority to think about the

made it a priority to think about the

made it a priority to think about the corporate culture who treated as

corporate culture who treated as

corporate culture who treated as something important so if we look at the

something important so if we look at the

something important so if we look at the benchmark the first set of firms in a

benchmark the first set of firms in a

benchmark the first set of firms in a over a given period 11 years they looked

over a given period 11 years they looked

over a given period 11 years they looked at the stock price increase and as you

at the stock price increase and as you

at the stock price increase and as you can see

can see

can see 74 percent was the increase in stock

74 percent was the increase in stock

74 percent was the increase in stock price for that first set of firms now

price for that first set of firms now

price for that first set of firms now here’s a question to you what do you

here’s a question to you what do you

here’s a question to you what do you think that second number is going to be

think that second number is going to be

think that second number is going to be of firms who paid attention to corporate

of firms who paid attention to corporate

of firms who paid attention to corporate culture think in your head what is that

culture think in your head what is that

culture think in your head what is that number that are you thinking of the

number that are you thinking of the

number that are you thinking of the first bar is quite small so you could

first bar is quite small so you could

first bar is quite small so you could probably expect the next one to be

probably expect the next one to be

probably expect the next one to be higher the bar grows quite high and I

higher the bar grows quite high and I

higher the bar grows quite high and I find this amazing corporate culture has

find this amazing corporate culture has

find this amazing corporate culture has an enormous impact on the value of a

an enormous impact on the value of a

an enormous impact on the value of a company and we can see in this example

company and we can see in this example

company and we can see in this example in this

in this

in this study this is a factor 12 so if there’s

study this is a factor 12 so if there’s

study this is a factor 12 so if there’s any investors out there today we’re

any investors out there today we’re

any investors out there today we’re looking where to put their money I mean

looking where to put their money I mean

looking where to put their money I mean I would quickly get on the on Google

I would quickly get on the on Google

I would quickly get on the on Google inside to find out which companies are

inside to find out which companies are

inside to find out which companies are paying attention to corporate culture

paying attention to corporate culture

paying attention to corporate culture that’s a huge huge impact here now

that’s a huge huge impact here now

that’s a huge huge impact here now business business leaders should should

business business leaders should should

business business leaders should should really care about this right this is

really care about this right this is

really care about this right this is important well in another study that

important well in another study that

important well in another study that actually that theme is confirmed

actually that theme is confirmed

actually that theme is confirmed business leaders do care about this yeah

business leaders do care about this yeah

business leaders do care about this yeah so in a study of a hundred board members

so in a study of a hundred board members

so in a study of a hundred board members over 80% confirmed culture corporate

over 80% confirmed culture corporate

over 80% confirmed culture corporate culture is important and it’s a priority

culture is important and it’s a priority

culture is important and it’s a priority for for the success of the business they

for for the success of the business they

for for the success of the business they see that they confirm that they say it

see that they confirm that they say it

see that they confirm that they say it from themselves that this is important

from themselves that this is important

from themselves that this is important to them now only a fraction of that

to them now only a fraction of that

to them now only a fraction of that actually make it a part of their

actually make it a part of their

actually make it a part of their day-to-day and this is just mind-blowing

day-to-day and this is just mind-blowing

day-to-day and this is just mind-blowing right if we think about we understand

right if we think about we understand

right if we think about we understand something is super important we are

something is super important we are

something is super important we are confirming that we are saying that from

confirming that we are saying that from

confirming that we are saying that from ours ourselves but we’re only doing very

ours ourselves but we’re only doing very

ours ourselves but we’re only doing very very little us very few of us are

very little us very few of us are

very little us very few of us are actually doing something about it on a

actually doing something about it on a

actually doing something about it on a day to day basis it sounds incredible to

day to day basis it sounds incredible to

day to day basis it sounds incredible to me now why is that problems I can’t

me now why is that problems I can’t

me now why is that problems I can’t answer that question but what I can say

answer that question but what I can say

answer that question but what I can say is what do companies do typically with

is what do companies do typically with

is what do companies do typically with other factors other assets of the of

other factors other assets of the of

other factors other assets of the of their firm so back to our airline what

their firm so back to our airline what

their firm so back to our airline what actually influences what our assets of

actually influences what our assets of

actually influences what our assets of that airline one of them would be the

that airline one of them would be the

that airline one of them would be the cabin right the way a cabin is is built

cabin right the way a cabin is is built

cabin right the way a cabin is is built from the inside the leg room that you

from the inside the leg room that you

from the inside the leg room that you have all of these factors they influence

have all of these factors they influence

have all of these factors they influence us as customers and they influence also

us as customers and they influence also

us as customers and they influence also the choices we make when we select an

the choices we make when we select an

the choices we make when we select an airline which with which we want to

airline which with which we want to

airline which with which we want to travel and what do companies do well

travel and what do companies do well

travel and what do companies do well typically they hire somebody and make

typically they hire somebody and make

typically they hire somebody and make him or her responsible to increase that

him or her responsible to increase that

him or her responsible to increase that that value of that cab and to make it

that value of that cab and to make it

that value of that cab and to make it more accessible and more interesting and

more accessible and more interesting and

more accessible and more interesting and more more enjoyable for the for the

more more enjoyable for the for the

more more enjoyable for the for the passengers so somebody is hired and gets

passengers so somebody is hired and gets

passengers so somebody is hired and gets the responsibility to improve and

the responsibility to improve and

the responsibility to improve and increase that value of that asset

increase that value of that asset

increase that value of that asset obviously in order to make a long-term

obviously in order to make a long-term

obviously in order to make a long-term business success so I ask you this why

business success so I ask you this why

business success so I ask you this why don’t we do exactly the same thing with

don’t we do exactly the same thing with

don’t we do exactly the same thing with culture if we recognize the importance

culture if we recognize the importance

culture if we recognize the importance and the impact culture can have as with

and the impact culture can have as with

and the impact culture can have as with our stock prices and we confirm that

our stock prices and we confirm that

our stock prices and we confirm that this is important to us why not do the

this is important to us why not do the

this is important to us why not do the same thing as with our other assets

same thing as with our other assets

same thing as with our other assets let’s put somebody in charge make

let’s put somebody in charge make

let’s put somebody in charge make somebody responsible for corporate

somebody responsible for corporate

somebody responsible for corporate culture and getting the most value out

culture and getting the most value out

culture and getting the most value out of that for our business success we can

of that for our business success we can

of that for our business success we can even call them a culture asset manager

even call them a culture asset manager

even call them a culture asset manager if we want now we might say then okay

if we want now we might say then okay

if we want now we might say then okay good let’s do that how is that person he

good let’s do that how is that person he

good let’s do that how is that person he or she going to be successful well

or she going to be successful well

or she going to be successful well there’s really three things that that

there’s really three things that that

there’s really three things that that will make this person successful and the

will make this person successful and the

will make this person successful and the first one is it comes from the

first one is it comes from the

first one is it comes from the understanding that there is no universal

understanding that there is no universal

understanding that there is no universal culture it’s going to make every company

culture it’s going to make every company

culture it’s going to make every company successful it really depends on the

successful it really depends on the

successful it really depends on the business strategy so a premium airline

business strategy so a premium airline

business strategy so a premium airline might define there and their ideal

might define there and their ideal

might define there and their ideal cultures and their ideal behaviors to be

cultures and their ideal behaviors to be

cultures and their ideal behaviors to be around customer service and dealing with

around customer service and dealing with

around customer service and dealing with the special needs of the customers and

the special needs of the customers and

the special needs of the customers and really make them feel valued whereas a

really make them feel valued whereas a

really make them feel valued whereas a low-cost airline they might say our

low-cost airline they might say our

low-cost airline they might say our ideal behaviors are much more around

ideal behaviors are much more around

ideal behaviors are much more around getting prices down getting costs down

getting prices down getting costs down

getting prices down getting costs down so we can continuously be a more

so we can continuously be a more

so we can continuously be a more efficient and offer our airline tickets

efficient and offer our airline tickets

efficient and offer our airline tickets at a better cost to the to the customers

at a better cost to the to the customers

at a better cost to the to the customers so different strategies leads to

so different strategies leads to

so different strategies leads to different ideal behaviors and that is

different ideal behaviors and that is

different ideal behaviors and that is really what the with the executives of

really what the with the executives of

really what the with the executives of firms have to think about what is their

firms have to think about what is their

firms have to think about what is their strategy and what are those ideal

strategy and what are those ideal

strategy and what are those ideal behaviors and this is where the culture

behaviors and this is where the culture

behaviors and this is where the culture has it manager for the first time comes

has it manager for the first time comes

has it manager for the first time comes into play they need to work with the

into play they need to work with the

into play they need to work with the executives to identify what are the

executives to identify what are the

executives to identify what are the ideal behaviors for that specific

ideal behaviors for that specific

ideal behaviors for that specific strategy and you know what in my

strategy and you know what in my

strategy and you know what in my experience I’m starting to see companies

experience I’m starting to see companies

experience I’m starting to see companies realize that so if you walk through a

realize that so if you walk through a

realize that so if you walk through a larger corporations you can actually see

larger corporations you can actually see

larger corporations you can actually see posters up on walls where it says you

posters up on walls where it says you

posters up on walls where it says you know these are our behaviors we put

know these are our behaviors we put

know these are our behaviors we put ourselves in our customers shoes I’m

ourselves in our customers shoes I’m

ourselves in our customers shoes I’m sure most of us have seen something like

sure most of us have seen something like

sure most of us have seen something like that or we like we are accountable for

that or we like we are accountable for

that or we like we are accountable for what we do they might even distribute

what we do they might even distribute

what we do they might even distribute booklets where it says that in a booklet

booklets where it says that in a booklet

booklets where it says that in a booklet this is what we expect of you

this is what we expect of you

this is what we expect of you now the challenge is is that if you’re

now the challenge is is that if you’re

now the challenge is is that if you’re in the organization and your staff

in the organization and your staff

in the organization and your staff member and you receive that and you read

member and you receive that and you read

member and you receive that and you read that you ask yourself sure but what does

that you ask yourself sure but what does

that you ask yourself sure but what does that mean to me

that mean to me

that mean to me so maybe I’m working at the at the front

so maybe I’m working at the at the front

so maybe I’m working at the at the front I’m responsible for sales yeah I can see

I’m responsible for sales yeah I can see

I’m responsible for sales yeah I can see customer experience being important but

customer experience being important but

customer experience being important but what if I work in finance or HR RIT

what if I work in finance or HR RIT

what if I work in finance or HR RIT right what if I don’t have immediate

right what if I don’t have immediate

right what if I don’t have immediate customers what does that mean to me and

customers what does that mean to me and

customers what does that mean to me and this is where the where the culture

this is where the where the culture

this is where the where the culture asset manager really for the second time

asset manager really for the second time

asset manager really for the second time comes really important so this is the

comes really important so this is the

comes really important so this is the second factor where he plays a role is

second factor where he plays a role is

second factor where he plays a role is to work with the organization and the

to work with the organization and the

to work with the organization and the different parts of the organization to

different parts of the organization to

different parts of the organization to translate whatever the executives have

translate whatever the executives have

translate whatever the executives have defined translate that into day to day

defined translate that into day to day

defined translate that into day to day into day to day operations so in Dubai

into day to day operations so in Dubai

into day to day operations so in Dubai that staff those five six people who are

that staff those five six people who are

that staff those five six people who are waiting there to help us passengers with

waiting there to help us passengers with

waiting there to help us passengers with rebooking x’

rebooking x’

rebooking x’ for them customer experience might mean

for them customer experience might mean

for them customer experience might mean empathy right understanding that we’re

empathy right understanding that we’re

empathy right understanding that we’re gonna have a lot of angry customers now

gonna have a lot of angry customers now

gonna have a lot of angry customers now coming towards us they’re gonna be

coming towards us they’re gonna be

coming towards us they’re gonna be delighted that their flight was rebooked

delighted that their flight was rebooked

delighted that their flight was rebooked so for them you know being helpful in

so for them you know being helpful in

so for them you know being helpful in those moments that is what really they

those moments that is what really they

those moments that is what really they have to do but what about the guys who

have to do but what about the guys who

have to do but what about the guys who were booking hotels for them customer

were booking hotels for them customer

were booking hotels for them customer customer support is really much more

customer support is really much more

customer support is really much more about booking the right hotels and maybe

about booking the right hotels and maybe

about booking the right hotels and maybe doing in an efficient way

doing in an efficient way

doing in an efficient way so that when the people are getting off

so that when the people are getting off

so that when the people are getting off the planes it’s already done and what

the planes it’s already done and what

the planes it’s already done and what about the what about the supervisors

about the what about the supervisors

about the what about the supervisors right I mean if it goes wrong that

right I mean if it goes wrong that

right I mean if it goes wrong that they’re gonna hide but ideally what the

they’re gonna hide but ideally what the

they’re gonna hide but ideally what the good behaviors are they’re gonna get

good behaviors are they’re gonna get

good behaviors are they’re gonna get down to the floor they’re gonna join the

down to the floor they’re gonna join the

down to the floor they’re gonna join the more junior colleagues in helping them

more junior colleagues in helping them

more junior colleagues in helping them with these angry annoyed customers and

with these angry annoyed customers and

with these angry annoyed customers and helping them rebook and reschedule their

helping them rebook and reschedule their

helping them rebook and reschedule their flights so for them it means much more

flights so for them it means much more

flights so for them it means much more supporting their more junior members and

supporting their more junior members and

supporting their more junior members and maybe dealing with most difficult cases

maybe dealing with most difficult cases

maybe dealing with most difficult cases so you can see the same word customer

so you can see the same word customer

so you can see the same word customer support and customer help can actually

support and customer help can actually

support and customer help can actually mean different things to different parts

mean different things to different parts

mean different things to different parts of the organization and that’s where the

of the organization and that’s where the

of the organization and that’s where the culture as a manager comes into play

culture as a manager comes into play

culture as a manager comes into play such an important role to translate what

such an important role to translate what

such an important role to translate what it means to different parts and this is

it means to different parts and this is

it means to different parts and this is by no means easy and especially for

by no means easy and especially for

by no means easy and especially for large corporations there’s no way he can

large corporations there’s no way he can

large corporations there’s no way he can do that he or she can do that on their

do that he or she can do that on their

do that he or she can do that on their own so what they need to do is build up

own so what they need to do is build up

own so what they need to do is build up a network of other cultural champion

a network of other cultural champion

a network of other cultural champion who will help them throughout that

who will help them throughout that

who will help them throughout that organization in order to translate that

organization in order to translate that

organization in order to translate that into the into the organization so are we

into the into the organization so are we

into the into the organization so are we done then if we worked with the with the

done then if we worked with the with the

done then if we worked with the with the leaders and if we worked with the

leaders and if we worked with the

leaders and if we worked with the organization how we completed well I

organization how we completed well I

organization how we completed well I said there were three things so I’ve

said there were three things so I’ve

said there were three things so I’ve only talked about two is one more and

only talked about two is one more and

only talked about two is one more and the third one comes from the from the

the third one comes from the from the

the third one comes from the from the fact that we as human beings were

fact that we as human beings were

fact that we as human beings were creatures of habit and as such the

creatures of habit and as such the

creatures of habit and as such the behaviors we’ve learned along the way

behaviors we’ve learned along the way

behaviors we’ve learned along the way through experiences that we’ve made you

through experiences that we’ve made you

through experiences that we’ve made you know even if we’re working with a

know even if we’re working with a

know even if we’re working with a culture asset manager on improving and

culture asset manager on improving and

culture asset manager on improving and getting the the specific behaviors for

getting the the specific behaviors for

getting the the specific behaviors for that for that company for that airline

that for that company for that airline

that for that company for that airline what is there to say we don’t fall back

what is there to say we don’t fall back

what is there to say we don’t fall back into our old habits once the culture

into our old habits once the culture

into our old habits once the culture cement is gone and working with

cement is gone and working with

cement is gone and working with different parts of the organization and

different parts of the organization and

different parts of the organization and this is really where sustainability

this is really where sustainability

this is really where sustainability comes in so the culture has dementia has

comes in so the culture has dementia has

comes in so the culture has dementia has to work on all related people topics in

to work on all related people topics in

to work on all related people topics in that firm for example recruiting if in

that firm for example recruiting if in

that firm for example recruiting if in Dubai your front office position is now

Dubai your front office position is now

Dubai your front office position is now vacant and opened up and he is helping

vacant and opened up and he is helping

vacant and opened up and he is helping with the recruiting he needs to make

with the recruiting he needs to make

with the recruiting he needs to make sure that the person who’s hired is

sure that the person who’s hired is

sure that the person who’s hired is bringing in those types of behaviors

bringing in those types of behaviors

bringing in those types of behaviors which are relevant for that organization

which are relevant for that organization

which are relevant for that organization so in this case it would be empathy hire

so in this case it would be empathy hire

so in this case it would be empathy hire somebody who doesn’t have the skills the

somebody who doesn’t have the skills the

somebody who doesn’t have the skills the experiences and the education but also

experiences and the education but also

experiences and the education but also the behaviors such as empathy to to be

the behaviors such as empathy to to be

the behaviors such as empathy to to be able to fulfill that role and equally if

able to fulfill that role and equally if

able to fulfill that role and equally if if there’s somebody being promoted in

if there’s somebody being promoted in

if there’s somebody being promoted in the organization right make sure that

the organization right make sure that

the organization right make sure that not somebody who’s was the most annoying

not somebody who’s was the most annoying

not somebody who’s was the most annoying colleague gets promoted because those

colleague gets promoted because those

colleague gets promoted because those those behaviors will be taken over from

those behaviors will be taken over from

those behaviors will be taken over from the more junior staff so somebody who’s

the more junior staff so somebody who’s

the more junior staff so somebody who’s actually displaying those kinds of

actually displaying those kinds of

actually displaying those kinds of behaviors that we’re looking for and

behaviors that we’re looking for and

behaviors that we’re looking for and then he can role model that and the rest

then he can role model that and the rest

then he can role model that and the rest of the more junior organization can

of the more junior organization can

of the more junior organization can follow that lead so you can see all

follow that lead so you can see all

follow that lead so you can see all these related people topics around

these related people topics around

these related people topics around recruiting around promotions around

recruiting around promotions around

recruiting around promotions around talent management incentive setting all

talent management incentive setting all

talent management incentive setting all of that the culture a Samana has to work

of that the culture a Samana has to work

of that the culture a Samana has to work with those and typically it’s the human

with those and typically it’s the human

with those and typically it’s the human resource HR function that’s responsible

resource HR function that’s responsible

resource HR function that’s responsible for that and the culture a cement has to

for that and the culture a cement has to

for that and the culture a cement has to work with HR in order to address those

work with HR in order to address those

work with HR in order to address those topics now if the culture has to match

topics now if the culture has to match

topics now if the culture has to match is working with those three things so on

is working with those three things so on

is working with those three things so on one hand really top-down with the

one hand really top-down with the

one hand really top-down with the leaders and identifying that

leaders and identifying that

leaders and identifying that behaviors and then also bottom up into

behaviors and then also bottom up into

behaviors and then also bottom up into translating them into the organization

translating them into the organization

translating them into the organization as well as with HR in order to make them

as well as with HR in order to make them

as well as with HR in order to make them more sustainable he has the he has a

more sustainable he has the he has a

more sustainable he has the he has a chance to be really successful in

chance to be really successful in

chance to be really successful in creating a culture that truly affects

creating a culture that truly affects

creating a culture that truly affects customers choices and in turn the

customers choices and in turn the

customers choices and in turn the success of business so I’d like to do a

success of business so I’d like to do a

success of business so I’d like to do a little experiment here let us all think

little experiment here let us all think

little experiment here let us all think about the next time when we are

about the next time when we are

about the next time when we are traveling we’re in an airport and we’re

traveling we’re in an airport and we’re

traveling we’re in an airport and we’re experiencing the behaviors of the

experiencing the behaviors of the

experiencing the behaviors of the airline staff and it doesn’t matter if

airline staff and it doesn’t matter if

airline staff and it doesn’t matter if it’s a check-in or if you’re boarding

it’s a check-in or if you’re boarding

it’s a check-in or if you’re boarding the airplane or if you’re inside the

the airplane or if you’re inside the

the airplane or if you’re inside the plane and you’re experiencing the

plane and you’re experiencing the

plane and you’re experiencing the behaviors of your stewards and

behaviors of your stewards and

behaviors of your stewards and stewardesses you know ask yourself what

stewardesses you know ask yourself what

stewardesses you know ask yourself what about my customers and it doesn’t matter

about my customers and it doesn’t matter

about my customers and it doesn’t matter if you’re running a firm the department

if you’re running a firm the department

if you’re running a firm the department a team or just responsible for yourself

a team or just responsible for yourself

a team or just responsible for yourself those people those services that you’re

those people those services that you’re

those people those services that you’re bringing through those people what are

bringing through those people what are

bringing through those people what are they experiencing and what am i doing in

they experiencing and what am i doing in

they experiencing and what am i doing in order to support the bright experiences

order to support the bright experiences

order to support the bright experiences to foster the right culture am i

to foster the right culture am i

to foster the right culture am i managing culture like an asset so that

managing culture like an asset so that

managing culture like an asset so that whatever I’m doing can be successful and

whatever I’m doing can be successful and

whatever I’m doing can be successful and get the customers to return again thank

get the customers to return again thank

get the customers to return again thank you

you

you [Applause]