Summary

In this conversation, Dr. Chris L. Brown and Brad Giles discuss the essential roles and responsibilities of a CEO, the importance of accountability, and the cultural aspects that influence the customer experience. They discuss the genesis of Giles' book 'Made to Thrive', the significance of aligning values with actions, and the necessity of effective succession planning. The conversation also touches on the importance of onboarding new employees and previews Giles' upcoming book 'Bigger Isn't Better', emphasizing that better is more valuable than simply bigger in business.

Takeaways

• Every leader's challenge is how to make their effort count.
• People often don't understand the role of a CEO.
• The results of a great CEO go beyond immediate profits.
• Accountability is crucial for performance measurement.
• Cultural alignment is crucial to delivering a seamless customer experience.
• The CEO acts as an ambassador for the organization.
• Values must be authentic and reflect the company's identity.
• Measuring qualitative values in practice can be challenging.
• Better is better; growth should not be the only goal.
• Compounding is essential for sustainable business success.

Chapters

00:00 Introduction to Leadership and the Role of a CEO
02:33 The Genesis of 'Made to Thrive' and CEO Accountability
05:20 Understanding the Five Roles of a CEO
07:38 The Importance of Accountability in Customer-Centric Organizations
10:25 Cultural Impact on Customer Experience
12:51 The Role of the CEO as an Ambassador
15:36 Values in Organizations: Authenticity vs. Aspirational
18:15 The Disconnect Between Values and Behaviors
20:53 Succession Planning: Preparing for the Future
23:29 Quick Wins for Leadership Teams
26:05 The Upcoming Book: 'Bigger Isn't Better'