Dear CEO by Thinkers50

Author:Thinkers50
Language: eng
Format: epub
Publisher: Bloomsbury Publishing

Soren Kaplan

Soren Kaplan (sorenkaplan.com) is the author of Leapfrogging and The Invisible Advantage (Greenleaf, 2017). A former Silicon Valley executive, he is an affiliated professor at the Center for Effective Organizations at the University of Southern California.

From Martin Lindstrom

Instinct: The Most Important Leadership Skill of Tomorrow

Dear CEO,

Some years ago, while driving from Poland to Vienna, my GPS broke down. Forget about buying a printed map. They’d vanished in the two decades since I’d last looked for one. My navigational skills are questionable and I’d only been in the area once before, but I had no choice other than to point the car in what I guessed was the right direction and simply drive. Remarkably, I arrived at my destination without a single wrong turn. When I puzzled over how I’d managed, I could only come up with one conclusion: I had allowed my instincts to run the show.

I define an instinct as an accumulation of insights obtained though decades of experiences, all guiding the seeker to an answer. An instinct is the art of connecting thousands of impressions. One can’t consciously explain how all those dots were connected. They simply were.

Some of the most powerful business leaders of all time share one thing. They trust in their instincts. One example is Rupert Murdoch, who supposedly reads most of his newspapers every morning. That adds up to more than fifty newspapers every morning. If a headline is out of line with what he believes his readers want, he’s on the phone to his editors. He has the knack of putting himself in his reader’s shoes, whether it’s a business reader of the Wall Street Journal, a worker reading the New York Post, or a British housewife reading The Sun.

The founder of IKEA was no different. You’d find Ingvar Kamprad running cash registers in his stores. Why? Because he was determined to understand not just what people buy, but also why. Sitting at the checkout stand let him interact with customers, one at a time.

‘There is only one boss’, said Sam Walton, founder of Walmart. ‘The customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.’ You’d often find Walton walking around his stores, interacting with customers.

Last year, NBC asked me to turn around a range of small businesses across North America for their Today Show. I quickly realized that these businesses shared one problem: a serious disconnect with the consumer. Time after time, owners viewed their businesses from their own perspective, rather than from the consumer’s viewpoint.

One of the retailers was a 100-year-old shop named Veach’s Toy Station. As I entered their store, their lack of customer focus struck me instantly. So, I lined up the entire staff and asked them to join me on our hands and knees to crawl through the store. I wanted them to see the world from a six-year-old’s perspective. ‘Can you reach that toy?’ I asked. ‘Can you see that doll? Can you play with that car?’ They answered, No, of course not.

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