Costco, Newark, and NC On Leadership

Before getting on my flight to Madrid, I picked up U.S. News & World Report. It’s not my typical in-flight reading, but the topic caught my attention: America’s Best Leaders 2009. Here were a few of the highlights from the issue:

  • Jim Sinegal, CEO of Costco, shared his view on employee engagement:
    • We try to give a message of quality in everything we do, and we think that that starts with the people. It doesn’t do much good to have a quality image, whether it’s with the facility or whether it’s with the merchandise, if you don’t have real quality people taking care of your customers.”
  • Corey Booker, Mayor of Newark, shared advice that he follows:
    • My mom used to say that who you are speaks so loudly that I can’t hear what you say.” Also look at a previous post with this quote from Booker: “Life is about focus. What you focus on, you become. If you focus on nothing, you become nothing.
  • Roy Williams, head coach of North Carolina, listed his three guiding leadership principles:
    • “(1) Everyone on the team must focus on the same goal. It’s my job to effectively communicate those goals to the team; (2) Emphasize those goals every day; and (3) Understand that although everyone has a common goal, individuals also have goals, needs, and dreams that must be cared for.”

The bottom line: These are great leadership lessons to follow.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

2 thoughts on “Costco, Newark, and NC On Leadership”

  1. Thanks Bruce, these are good lessons to follow. I do like the third of Roy Williams’ points. It supports the view of the late, great Mary Parker Follett who advocated integrating difference into a groupl, without losing the difference. Tricky and do-able. We have an interesting common sense of timing. I put up a little note about leadership only a day or so ago. I share it with you and your readers in the hope you find it useful.

    Best wishes

    http://stopdoingdumbthingstocustomers.wordpress.com/2009/11/16/simple-leadership-lucy-style/

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