David here! Before joining the Orchid team late last year I spent 20 years at Telstra, Australia’s dominant Telco and one of our largest companies. Telstra has been ranked our most valuable brand, but it’s also a brand that divides opinions. Aussies may love it or hate it, but most find it hard to ignore.
While there I was exposed to five different CEOs, with very different personalities and leadership styles. I was struck by how, even in a very large organization, the character of the leader can dramatically influence the culture of the business. It quickly permeates throughout the company, impacting the conduct and confidence of the workforce, as well as the perceptions of customers and the broader community…for better or worse!
By far the most inspiring CEO I had the privilege of working under was David Thodey, formerly the CEO of IBM Australia/New Zealand. He’s now moved on to be the Chair of the CSIRO, Australia’s top research body (…and inventor of WiFi, by the way!).
Shortly before his departure from Telstra in 2015, David gave a speech on leadership, and published a related blog as part of the LinkedIn Influencer program. It focused on his concerted attempt to change the corporate culture, featured five key lessons about doing business in the digital age, and explained how he’d sought to apply those lessons at Telstra. A former colleague recently reminded me of the article, and having re-read it I've no doubt that David's insights are just as relevant today. I’d be surprised if they weren’t equally applicable to your business.
I encourage you to read the article in full, but here is my edited executive summary:
Lesson 1 - Providing great customer service is no longer optional
Customers are better informed, and more demanding, than ever. They are also more ready, willing and able to broadcast their views about poor products or poor service.
Lesson 2 - Re-invention is essential to remaining relevant
Business disruption driven by technological change is challenging every industry and business, even the way we govern. No company can rely on old business models to drive value - we must be prepared to challenge the status quo.
Lesson 3 - Culture beats strategy every time...(but you still need a strategy!)
Customer service is really about culture and values, but changing a culture is hard. It’s easy to talk the talk, but staff need to believe their leaders really mean it, and will look to them for behavioural cues.
Lesson 4 - Innovation & creativity are essential
Innovation is not just about science and engineering, it’s is a way of thinking and acting. Embedding innovation starts with culture - you need to be curious, have an insatiable appetite to learn, and be willing to take risks. The larger the organisation the greater the tendency to suppress innovation by valuing compliance over creativity.
Lesson 5 - A new leadership paradigm is needed
The era of the all-knowing leader has gone. The future is not just about charismatic leaders and rock-star CEOs – it’s about authentic leadership and transparent management. The shift is already happening in many great companies - from hierarchical to thought-based leadership; from rules-based to values-based companies; from compliance to trust and enablement. This is a fundamental change in the way we lead, and we need to embrace it if we are to lead in a much more connected world.
About the Author:
David Lacey is Communications Manager at Orchid Systems. You can find out more about David and other Orchid staff members at the bottom of our About Us page.
