Despite running a 26,000-person company, Michael Bloomberg personally calls employees or their families after a major accident or death. This highly personal gesture reinforces that people are the company's most important asset, fostering deep loyalty and a caring culture.
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Even at significant scale, Alex Bouaziz maintains a deeply hands-on approach, believing it's a critical cultural pillar. Being involved in day-to-day problems and customer issues prevents him from being too far removed from the business. This proximity allows him to identify flaws in org design, response times, and processes that are invisible from a '10,000-foot view'.
The founders of billion-dollar companies like Wealthsimple and GoBolt demonstrated an insane level of focus on customer contact. This included calling every free user within 30 seconds and personally answering the 24/7 support line. This unscalable behavior generates deep customer understanding and powerful word-of-mouth.
Indra Nooyi built deep, personal loyalty by writing letters directly to the parents of her top 400 executives, thanking them for raising such exceptional individuals. This unconventional act of recognition acknowledged the employee as a whole person with a support system, forging a powerful, human bond that transcended the typical employer-employee relationship.
Effective company culture isn't about corporate perks but about founders who genuinely invest in their employees as individuals. Taking the time to build personal relationships, such as meeting families, fosters a deeper, non-transactional connection that directly improves employee retention.
Consistently investing in your team on a personal level builds a reservoir of trust and goodwill called "emotional equity." This makes them more receptive to difficult changes like price increases or new strategies, as they believe you have their best interests at heart.
Your ability to serve clients depends on your internal team. Sales pro Steve Munn built strong relationships with his distribution center staff, treating them with respect ("more with sugar than you do with salt"). This rapport ensured they would go the extra mile for his clients during critical moments.
To truly build a people-first culture, give the head of HR (rebranded as 'Chief Heart Officer' to change perception) more political clout and decision-making power than the Chief Financial Officer. This organizational structure ensures that employee retention and happiness are prioritized over pure financial metrics, leading to long-term stability and success.
Contrary to a shareholder-first dogma, these leaders operate on an employee-first principle. They believe that well-treated, empowered employees provide superior customer service. This creates loyal customers, which drives sustainable profits and ultimately delivers superior long-term returns for shareholders.
When employees feel a sense of ownership over their organization, they are more motivated and invested in its success. Leaders can foster this by using inclusive language and involving people in key processes. This is especially critical for maintaining morale and care when communicating negative news like budget cuts.
To build a culture of innovation, leaders must actively destigmatize failure. Bloomberg makes a public show of support for employees whose experiments don't work, signaling that the attempt itself is valued and will not harm their career.