Category: business

business, care, career, corporation, job, social work

Care in the workplace

Christa Avampato

If care were a stock being offered on the market, it would be a wise commodity to invest in at this time on the planet. Care will soon be on the rise because everything else has been tried. –Doc Childre


While caring is a characteristic noted in philanthropic work or purely service businesses like health care, there are broader implications where care is not as prevalent a topic and should be. The care of employees, of customers, of communities around the world that are impacted by our businesses. I would go so far as to say if business leaders are not empathic, compassionate, and caring, then their success going forward will be compromised. 

This week I’m going to lunch with the VP of my division. A busy man, traveling all the time, sent me an invite on his first day back from vacation. And then came to my desk to make sure I received the invitation and to make sure I understood that he invited me to lunch to get my perspective on what the company is doing that makes sense and what’s “just stupid”. (His words not mine.) “You were hired for your opinions as well as your talents.” In other words, I count. A rare straight-forward statement that opened a whole new world of caring in the workplace for me.

This new job is making me a kinder person. Our Division President gave his monthly town hall two weeks ago and he was emphatic about listening to the voice of the customer (VOC), so much so that he is including VOC metrics in every business and employee review. Because I’m new to the role as well as the company, I am spending a lot of time talking with people who are experts in areas I know nothing about, and they are patiently helping me up my very steep learning curve. I imagine their advice as a helping hand that’s reaching down as I trudge up this mountain of vocabulary, processes, and requirements. The internal politics are virtually zero, and despite the strong structure and culture, they have maintained a feeling of a flat organization where ideas, opinions, and questions from everyone of every level are encouraged, valued, and vetted. It is nothing short of remarkable for a company that is so old and so large. And it’s driven by the care and concern of individuals. 

Business leaders are famous for spouting trite cliches like “it’s business, not personal.” On this one, I’m with Meg Ryan’s character in You’ve Got Mail: it’s ALWAYS personal. Everything in life, anything that involves people, is personal. We cannot continue to disconnect the business aspects from personal aspects of doing business. The line is blurring to a point where it’s barely even distinguishable. The sooner we embrace the fact that management and leadership are personal, service-oriented endeavors, the healthier our world economy will be.      

Images above can be found here. 
apple, business, corporation, customer service, Mac, technology

Now I really love those folks at Apple

Christa Avampato

I received a survey from Apple today about my experience at the Genius Bar. They wanted me to rate my experience and give them feedback. Perfect — I had called the store and tried to find an email address but to no avail. So I filled out the survey and one hour later, a Genius called me to follow-up, capture the info from my survey, and then is going to get the info to the stores so they can better service the next customer that comes along that has the same issue with iWeb that I had. How incredible is that?

It’s this kind of customer service that keeps people converting to Macs, iPhones, iPods. While a lot of companies are trying to copy the design and slick details of the devices themselves, what’s winning people over is the friendly, helpful service – a much more difficult business to copy. I like that I’m treated humanely with a sympathetic ear, that they go out of their way to help me, see if I’m satisfied once I’ve left the building, and if it turns out I’m in any way disappointed, they want to mend their ways.

Imagine if every business, big or small, regardless of industry, was striving to be the Apple among their competitors? Apple would be well within its right to set up a consulting arm to teach companies how to do business the Apple-way. And we’d all live in a better world thanks to their efforts.

business, Business Week, economy, environment, money, recycle

Cash for Trash

Christa Avampato

Who doesn’t need a little extra money these days? Pretty soon you may need to look no further than your trash can. This week, Business Week ran an article on the recycling and waste – an area of our economy that is booming despite the loses being felt in many other industries. Green collar jobs and green collar crime are on the rise, mostly in the area of how to use trash. VC and PE firms are tripping over themselves to invest in new trash technologies, throwing a million ideas at the wall and hoping that a couple of them stick. 


You really want to make some money in trash? Figure out the most efficient way to sort it. As with so many other projects that require a clear, concise reason for being, the value of trash is in the edit. And there isn’t a top of the line sorting system out there that does away with ever form of human sorting. What we need is a WALL-E. Actually, we need thousands of them. And some people still think that cartoons are only for entertaining kids! Who knew those folks over at Pixar were moonlighting environmental engineers? 

apple, business, family, friendship, social media, technology, website, writer, writing

My new website is up and running! http://www.christainnewyork.com

Christa Avampato

Hooray! After a steep learning curve and months of agonizing over every word, photo, and design decision, my personal website is up and running. I created the website to drum-up freelance writing work and to grow my practice of helping small business effectively use new and emerging media to augment their marketing strategies. Launching my website today was the first step down the road to this new and exciting venture. The website links heavily to this blog and I will continue to maintain this blog with near-daily writing. I’d love your feedback on the website! http://www.christainnewyork.com

It is a scary thing to put myself out there alone. While secretly I consider myself an expert in communications, now that sentiment is out there in the world. While I’ve contributed to efforts via a company I work for, this is the first time I am putting my own talent and ambition out there, entirely on my own. That website in a very real sense says who I am, what I do, and what I believe. While there’s a tremendous freedom that comes with that kind of action, there is also a fair amount of fear and trepidation. “One step at a time,” I keep telling myself.
I must recommend the kind people over at GoDaddy.com, where I registered my domain name and purchased their hosting service. Their website, while very cluttered, is fairly easy to navigate after a bit of practice. What won me over is their fantastic phone support. I talked to a real person (!) three times this morning, no waiting, and very few menus. Great customer service!
I bought my new Mac earlier this year for its web design capability with the iWeb program. Love it! They saved me the pain of learning anything beyond my rudimentary html knowledge. I applaud people who can write code elegantly – I just have no desire to do it myself and Mac understands that.
I must especially thank my dear friend Dan for his wonderful photography and all of the advice he gave me when I was considering the design of the site. 
I have so many friends who gave me ideas and encouragement as I’ve considered free-lance writing and this small consulting practice. In brief: Alex, Kelly, Steve, Monika, Katie, Amy, Lisa, Trevin, Brooke, Ken, Heather, and Richard. And to my great family who always believes in me.  
books, business, corporation, Jack Welch

Winning by Jack Welch

Christa Avampato

Today, my boss showed an interview of Jack Welch when he was on his book tour for his then-new book, Winning. The interview contained all of the Welch-like outlooks that anyone in business has come to know well; f nothing else, he is remarkably persistent and consistent. Though I disagree with some fundamental beliefs he has about managing a company, I do think he provides excellent food for thought for today’s business leaders.

Off the bat, I have to admit that I have experienced Welch-style management first hand. I interned at The Home Depot for my summer between my years of business school. And though Welch never worked there himself, one of his proteges, Bob Nardelli, was the CEO for over 6 years. We all know how that played out, and there are numerous articles that have been written about the damaging culture of that place.

Many of the troubles that The Home Depot is facing now have nothing to do with the housing market. They have everything to do with the fact that in 6 years Nardelli decimated the culture that made that company great. People were afraid of him. He had dirty stores with low service levels and focused on the large professional contractor, a customer who was never all that interested in The Home Depot. They consequently sold the business after Nardelli’s termination. While Nardelli tried very hard to play hardball the way Mr. Welch taught him to, he forgot the lessons of shedding what is not essential, focusing on others when you are in a leadership position (as opposed to oneself), and realizing that a great company never believes they are best so they continually seek to learn and improve.

Where I strongly disagree with Welch is in his philosophy that is the namesake of his book: winning. He says a company’s job, its only job, is to win. He goes on to say that from winning, all good things come. My question to him would be, “Do you win at all costs, by any means necessary?” There are a lot of companies that got very large, fantastically wealthy, by completely disregarding the environment, by squeezing every last drop of margin out of their suppliers, and treating their people with less than respect. Wal-Mart is a great example of all of these operating principles. Now they’re working hard to reverse their ways. They certainly won by Welch’s definition. But was it worth it?

I would amend the mission statement of a company by saying that it’s job is to win with integrity. And by integrity I mean that it must consider that the communities in which its employees, suppliers, and customers live and do business are also stakeholders in their business decisions, as much as its stockholders. If a company wins and puts the health and well-being of its communities at risk, then in the long-run we all lose.

business, Costco, movie, retail

Reaching consumers where they are

Christa Avampato

“Build it and they will come” is a business mantra that I wish would die a quick death. I am amazed by how often retailers and service providers believe that the customer needs to seek them out. With so many choices and so little time, companies need to be proactively tracking their customers to find out where they are, and then doing whatever they can to get their products and services in front of them in compelling ways.

I read a post on one of the Amazon.com blogs today that was written by Rich Sloan, of the founders of StartUpNation. http://www.amazon.com/gp/blog/post/PLNK2ZPLRZB2ZOBQG. In the post, he describes a recent outing to Costco where he found AMC movie tickets available at a slight discount. He and his wife weren’t even considering seeing a movie, but it was clearly saving a bit of money for them and would provide them with an experience later on that they’d both enjoy. If not for that display, the couple would have had to decide to see a movie, then look up the times, dates, location, etc. of the closest movie showing a movie they were interested in. With a slight discount in a store where the couple was already shopping, AMC reached out to them and gave them an idea for a night out.

Well played, AMC. And a lesson for all of us in business. The rules of the game have changed: we must do everything we can to offer differentiated, timely benefits to consumers in a convenient package.

business, marketing, product

Waking the Dead – Reviving "Has-Been" Brands

Christa Avampato

In college, I had a boyfriend who loved Herbal Essence Shampoo. He wasn’t part of the target demographic, but he loved one of the scents so much that he just couldn’t imagine his morning shower without it. Despite this kind of following, every brand eventually grows old and stale if left untended. A.G. Lafley, CEO of P&G, says there are three routes for a dying brand: Abandon, Divest, or Re-invent. In the case of Herbal Essence, he chose the third option. I’m sure my former boyfriend is thrilled!

The P&G team didn’t perform any miraculous feats – they tightened up the demographic, modernized the packaging to stand out on the shelf and encourage the dual-purchase of shampoo and conditioner, and re-vamped the language with more current vocabulary and inuendos. This easy-to-understand process is allowing the fledgling brand to gain sales growth in the high single digits. Not bad, and certainly something not common in the current economy.

Process aside, I think A.G. Lafley is saying something much richer about product re-invention. It’s easy for product developers to fall in love with their product as is, for marketers to admire their own catchy phrasing and campaign themes so much that they can’t imagine anything more brilliant coming down the pike. For example, let’s consider the highly creative and relevant campaign by the Dove Brand – Campaign for Real Beauty. The simplicity and power of that statement resonated with a wide audience. That campaign has been around for a while, so much so that it’s beginning to become old news, especially in the wake of the touch-up work done on some of the campaign photographs. Those marketers need to be thinking about a re-invention now!

This is the trouble with brilliance that explains why we have so many one-hit wonders in this world. You have to let go of past successes as much as you have to let go of past failures in order to move forward. Product re-invention requires a constant, fervent belief that our best work is yet to be created. It requires that we push the envelope and challenge ourselves continuously. To take away that challenge and rest on our past success is to go the way of Sharper Image, Brim, and Tab.

For a look at the interactive case study on Herbal Essence’s re-invention, visit http://www.businessweek.com/managing/content/jun2008/ca20080617_465490.htm

apple, business, Mac, Steve Jobs, technology

What is Apple Without Steve Jobs?

Christa Avampato

I’m a little bit disturbed this afternoon. My boss sent me an article from today’s Fortune Magazine regarding the fate of Apple should Steve Jobs be hit by a bus. There are a myriad of comments flying around on-line about who would be best suited to take the reigns. And then I flipped through the candidates. I was surprised, no shocked, that one glaringly obvious problem with the article was never addressed. Every single one of the *11* possible replacements for Jobs is a white male, and 10 of those are middle-aged. (Jonathan Ives appears to be the one young face in the crowd). Out of 11 hopefuls, not a single woman, nor a single racial minority, and only 1 person who isn’t half way through his working life? How can this be? If that’s truly the case then I think Apple indeed has something to worry about.

And I’m not trying to stand up for some kind of quota system. I’m not even talking about what’s “fair” or “socially just”. I’m concerned that with Apple’s lack of diversity at the top, they are short-changing their future. And they’re putting their “cool factor” at risk. Who’s their biggest growth market? Hasn’t the success of Silicon Valley been driven by diversity of experience and thought, by people who “dared to be different”? If anything, that line-up looks like every other corporate board room of a company that’s struggling to get by in this crazy economy.

Before Jobs decides to exit, I hope he’ll take some time and really look at his A players, and then do something to build up those who don’t fit the same-old traditional brand of American CEOs. I hope he’ll be thoughtful about the experience of women as his team members and as his customers. I hope he’ll consider how a range of ethnicities interact with and utilize technology. And for goodness sake, I hope he bets on youth. His legacy depends on it.
business, Business Week, Jon Fine, media, news

Daylife: a guide to today’s news

Christa Avampato

Jon Fine’s article in this week’s issue of Business Week discusses a new news provider, Daylife. As a devoted fan of the news and someone who believes that the plethora of new media channels can help to reinvent traditional media, I am intrigued by Daylife’s business model. 


Daylife is a news aggregator that splits revenue with news sources based on the link and not on the destination page. Big deal – I can just set up a bunch of Google alerts on topics that interest me and get a nice stack of emails with daily news stories and blog posts on the subject, right? Yes, I could do that. Or, I can just set up Google reader and collect my information that way. Yep, that’s an option. 


Here’s the trouble: I love Google, but its alert search is far from all-encompassing and it makes no effort to relate one story to another, save for a common keyword. With Daylife, ordinary people like me can build highly-tailored news sites on any topic of interest, or variety of topics,and post them up on my own website. Essentially, I make my own little newspaper, and Daylife scours the enormous world of news on-line to get me the content and package it up for me in a neat format. This customizable feature is set to roll-out some time this summer.   


To be sure, there is tension that exists between traditional media and this constantly morphing world of digital information. Today we get news from a variety of sources as it happens. It has never been easier to be informed on events that happen around the world. And this fact has created a world of complexity and information overload beyond our wildest imagination. While Daylife may not be a quick-fix or even a complete solution, it’s a start toward simplification and efficiency. In this case, even a modest improvement packs a punch.

business, career, leader, leadership

What legacy says about leadership

Christa Avampato

A friend of mine was recently telling me about a company he recently left after a 10-year tenure. He had the privilege to work for the CEO for the last half of his time there, and is still inspired by that CEO’s clarity about the business and his ability to inspire everyone at the company. The CEO recently retired – a move that was a long-time coming. And the company is in turmoil as a result of the leadership vacuum created in the wake of the CEO’s departure. All of the executives are talking about leaving; without the CEO they feel lost.

My friend reveres that CEO as the greatest leader he has ever worked with. “See look what he built – the company can’t survive if he’s gone! That’s the mark of a great leader,” he said to me. I’m not so sure. After my recent conversation, I am left wondering what it says about a leader if their company’s success is driven by their presence. We all want to be wanted, and needed, and all want to feel that special sense that comes with being irreplaceable. Being irreplaceable creates a lot of burden, and ultimately negatively effects the lives of the people who work for that CEO in a profound way.

At the very least, cultivating that idea of being irreplaceable is irresponsible. The truth is that none of us will live forever, no matter how much we exercise, or how well we eat, or how often we monitor our health. And with job switching being so commonplace in today’s economy, on average each of us will change jobs almost 10 times in our lifetime. If a company falls apart due to one person’s departure, it means that leader didn’t create an active succession plan, and maybe the vision he or she inspired was not sustainable, and therefore not successful in the long-term.

I think about my recent trip out to LA to visit with Disney. Walt Disney died in 1967, a very young man, from lung cancer. From the time of his diagnosis, he had a year to live. And so much more he wanted to do. Even as he was building a company on imagination and achieving the impossible, a company that bore his name, he was also building something much more valuable – a company that could live on without him because of the brilliant and creative people he had the foresight to surround himself with. He passed the torch to a very capable group of people, who brought in even more capable people, to allow for continued growth decades later. To me, leaving a legacy that lasts in your absence if the greatest mark of successful leadership.

The photo above can be found at http://darkstar.holtz.com/hct/ee/images/uploads/hk-ceo.jpg