Culture is the most important factor, way more important than technology, for example. By culture, we mean a set of shared values and beliefs that drive a change in behaviors. This has to be both a top-down and a bottom-up approach. The CEO and the C-level executives must embody the culture and the DNA of the brand so that employees change their behaviors to better serve their clients. A great example of this was shared by Frédéric Oudéa, the CEO of Société Générale, when receiving the 2018 prize (see picture below): He regularly (once a month) spends time learning how to code in order to understand IT/software issues and directly listen to clients and employees. Another example comes from C-level executives at Generali or Air Liquide, which spend time regularly to call back detractors themselves.
Original source: Digital Transformation: Why Culture Is So Key
“If you want to spend forty euros for a very good but not revelatory lunch, find a “cool” area with lots of restaurants and poke your head in at their opening, at 12:30, to ask for a table. By 12:45 it is too late and you are screwed and back to your favorite cheese shop. By the way, I don’t think Paris is the best city in which to spend $200 on a meal.”
Exiled to your favorite cheese shop. Tragic!
Original source: My advice for a Paris visit