New Podcast: Imagine What's Next
The Culture Gap
Join Daniel for a new podcast: Imagine What's Next. IWN launches on March 30th, and you can find it wherever you listen to podcasts. IWN explores the mindsets, methods, and skills that leaders and product managers must employ to think long-term--also known as vision and strategic foresight. Ignoring the future and the confluence of trends, risks, opportunities, technologies, and systemic challenges coming at your organization produces blind spots that force reactive thinking and strategies. Join host Daniel Forrester, an author, entrepreneur, trusted advisor to CEOs, and massive open online...
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Daniel Coyle, Author and Culture Expert
The Culture Gap
Daniel Coyle is a contributing editor for Outside magazine and the author of six books, including the New York Times bestseller, Lance Armstrong’s War. His book, The Culture Code: The Secrets of Highly Successful Groups, has defined for many what the world of high-performing cultures and teams looks like. His new book, The Culture Playbook, is his next chapter in helping organizations and leaders to think through how to effectively drive a high-performance culture into your organization. In this episode of The Culture Gap, Daniel talks about the intersection of high-performing...
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Dee Ann Turner, Veteran of Chick-fil-A, Inc. (Part 2 of 2)
The Culture Gap
In the second part of this two-part episode of The Culture Gap, Dee Ann sheds light on how she helped Chick-fil-A to design an intentional culture in which every single customer experience went above and beyond expectations, and how principles rather than rules helped make this possible. She also shares her wisdom about accountability, scaling for growth, and the intersection of customer and employee experience.
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Dee Ann Turner, Veteran of Chick-fil-A, Inc. (Part 1 of 2)
The Culture Gap
Dee Ann Turner is a retired veteran of Chick-fil-A who spent 33 years rising to be one of the first female officers of this iconic company. Dee Ann started in HR before eventually leading the talent and franchisee selection and the sustainability division, in the last part of her career at Chick-fil-A. She also helped to design the talent systems and processes of the culture of Chick-fil-A, and in July 2018, Dee Ann ventured out on her own to start her own company.
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Susan Bratton, Founder and CEO of Savor Health
The Culture Gap
Susan Bratton is the Founder and CEO of Savor Health, a start-up that harnesses the power of data and algorithms to provide an unprecedented service of personalization of nutrition for those dealing with multiple types of cancer. By leveraging data science, expert knowledge, and scientific literature, Savor Health delivers prescriptive nutrition interventions to cancer patients, helping them on their road to recovery.
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Tracey Brown, CEO of the American Diabetes Association (Part 2 of 2)
The Culture Gap
In the second of this two-part episode of The Culture Gap, Tracey gives us an inside look into the transformation of this organization. She shares how focusing on the customer experience is taking a center stage at the ADA, and how she is reshaping her organization’s culture to reflect this. Tracey also shares more about her experience with collaboratively designing strategy, communicating with stakeholders, and building out a team that will tackle the challenges of the future. Welcome to Culture Gap.
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Tracey Brown, CEO of the American Diabetes Association (Part 1 of 2)
The Culture Gap
Tracey Brown is the CEO of the American Diabetes Association (ADA) and a dynamic and transformative leader. Prior to her current role at the ADA, Tracey was working with Sam’s Club and Walmart and made some significant strides during her tenure there. Today, she is changing lives and impacting others with her work at the ADA.
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Heather McGowan, Leader, Thinker & Future-of-Work Strategist (Part 2 of 2)
The Culture Gap
In the second of this two-part episode of The Culture Gap, Heather shares more about the culture needed to survive and thrive in this modern context, as well as the role of technology and machines in influencing corporate culture. She shares some insights about her new book coming out in spring, The Adaptation Advantage, and some advice for the leaders and the youth of today. Welcome to Culture Gap.
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Heather McGowan, Leader, Thinker & Future-of-Work Strategist (Part 1 of 2)
The Culture Gap
Heather McGowan is an extraordinary leader, thinker, and future-of-work strategist. She is an author and speaker who has a lot of insight about the future of work, the future of our relationships with one another, and the skills it will take to thrive in the fourth industrial revolution. Heather is not one to tout a dystopian future but believes that humans need to think differently about how we prepare for work and how we work in order to thrive in the future of it.
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Adrienne Penta, Executive Director at Brown Brothers Harriman
The Culture Gap
Adrienne Penta is the Executive Director for the 200-year-old company and oldest private bank on Wall Street, Brown Brothers Harriman and their Center for Women and Wealth. A lawyer by training, Adrienne joined Brown Brothers in 2008, and in 2014, spearheaded the launch of the Center for Women & Wealth, dedicated to serving women and the wealth that they control.
info_outlineDee Ann Turner is a retired veteran of Chick-fil-A who spent 33 years rising to be one of the first female officers of this iconic company. Dee Ann started in HR before eventually leading the talent and franchisee selection and the sustainability division, in the last part of her career at Chick-fil-A. She also helped to design the talent systems and processes of the culture of Chick-fil-A, and in July 2018, Dee Ann ventured out on her own to start her own company. Today, she is an author, speaker, consultant and coach at helping organizations globally strengthen their organizational culture and talent systems.
In the second part of this two-part episode of The Culture Gap, Dee Ann sheds light on how she helped Chick-fil-A to design an intentional culture in which every single customer experience went above and beyond expectations, and how principles rather than rules helped make this possible. She also shares her wisdom about accountability, scaling for growth, and the intersection of customer and employee experience. Find out more about some of the many lessons she has reflected on in writing her three books. Welcome to Culture Gap.
Key Takeaways:
[:45] Daniel introduces his guest for this episode — Dee Ann Turner.
[1:26] People don’t get behind rules, they get behind principles. What are Dee Ann’s beliefs about rules and principles and how to balance them?
[6:38] Dee Ann shares an anecdote about Chick-fil-A where putting rules over principles almost ended really badly.
[10:54] What advice does Dee Ann have about knowing when to invest more effort into growing an employee vs. just calling it quits?
[15:40] What distinguishes a customer experience from employee experience? What should CEOs know about the intersection of experience for customers and employees?
[18:21] Dee Ann shares some anecdotes of how customer experience and employee experience were intertwined at Chick-fil-A.
[23:25] What is Dee Ann’s next book going to be about?
[25:40] What are some common questions Dee Ann gets asked about corporate culture?
[29:18] What wisdom would Dee Ann impart to her younger self?
Brought to You By:
Learn more about:
Bet on Talent: How to Create a Remarkable Culture and Win the Hearts of Customers,
by Dee Ann Turner
It’s My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture,
by Dee Ann Turner
S. Truett Cathy, Founder of Chick-fil-A
The Culture Gap Podcast Episode: “Dee Ann Turner, Veteran of Chick-fil-A, Inc. (Part 1 of 2)”