Criticism In Corporate Culture

Today, I came across two seperate reputed opinions about corporate culture. Unfortunately, both are negative.

The first one from a Bridgewater Associates (considered the most successful hedge fund in the world) manager:

In general hierarchical structures, you don’t tell people what you actually think.

You’re always managing other people’s perceptions of you and what they think of you, and trying to butter people up above, trying to make sure they don’t think anything is going wrong, that you have all the answers.

Radical transparency is designed to solve for a deadly sin of work life: office politics. In too many places, what happens in the meeting doesn’t matter nearly as much as secret alliances and conversations after the meeting.

And the second one (paraphrased) from Malcom Gladwell:

When I think back about my time in a large organization, the thing that was most frustrating to me was the extent to which people over time in organizations, put the needs & desires of the people on the inside ahead of the needs & desires of the people they are serving.

Sometimes people get so immersed in their envronment, that the people you are supposed to be serving sort of falls away. And you just think about what would make your life better.

One way to avoid this is to keep reminding yourself & the people around you the point of your organization & who you are serving.

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Incidentally, both of these were heard in the TED original podcast WorkLife with Adam Grant. The episode How to Love Criticism delves into how Ray Dalio addresses these in Bridgewater Associates with a corporate culture based on radical transparency & constantly getting better (kaizen).

Customers *Must* Be Part of the Co-Creation Process

The Economist Intelligence Unit surveyed 226 executives at global enterprises to find out how smart companies innovate as part of a Oracle sponsored study about cultivating business-led innovation.

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One of the key findings of the study has been that “companies furthest along the innovation path utilize customer data and customer participation in their product and service improvements. Fifty-four percent of respondents in this group actively collect customer feedback and analyze customer data for clues to innovate effectively, but in different ways.”

As Oracle SVP Bob Evans blogs: “Customers *Must* Be Part of the Co-Creation Process. As companies of all sizes and across all industries realize that the co-creation of value and of experiences with customers can be a profound way to boost customer loyalty, they also must recognize that relevant innovation in a customer-free vacuum is impossible. Mid-size and smaller companies ($500 million or less) connect directly with customers in interviews about product design and testing, while companies with revenue above $1 billion or more likely to use social technology and sentiment analysis to uncover customer-focused innovations.”

You can find the details of this study & the report at the Oracle feature page or The Economist Intelligence Unit site.

Amazon – World’s Most Customer Centric Company

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Want to know why the Kindle is more differentiated?

What does Jeff Bezos think about his competition?

What does the “world’s most customer centric company” mean to Amazon?

Do you think Walmart has a chance against Amazon?

Watch Jeff Bezos discuss all the above & more with Charlie Rose in this interview.

Volvo’s Quest For Customer Centricity

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Here is an interview of Volvo’s Stuart Lennie where he shares some of the thought processes behind Volvo’s quest to become customer centric.

Customer Centricity: It’s Not Easy, But Worth It

In this interview with Stuart Lennie, President, Volvo IT, North America and VP, Volvo’s Global Sales to Order Solutions Unit, we get the opportunity to learn from another company that is not just talking about the customer, but actually implementing the significant strategic shifts required to become customer centric. Volvo has developed a vision, a strategy and a methodology to keep existing customers by understanding what is important to them.