Leadovation

About Jamie Henriod: Jamie Henriod is a seasoned people leader and company culture architect with over 20 years of experience shaping high-performing teams at Zappos.com and other innovative startups. A trusted advisor to CEOs and Boards of Directors, Jamie has led people strategy, organizational culture, and employee engagement programs that drive both business success and meaningful workplace connections. With a career rooted in both employee experience and customer service, she understands that a thriving workplace culture directly impacts customer satisfaction. A recognized thought leader and sought-after speaker, Jamie shares actionable insights on leadership, company culture, and the intersection of employee and customer experience. Her real-world advice inspires transformation through resilient teams, meaningful connections, and strong organizational values.   In this episode, Dean Newlund and Jamie Henriod discuss: * The relationship between internal company culture and external customer experience * Leadership's role in cultivating and modeling organizational values * Recruitment and performance practices driven by core values * Personal connection and empathy in customer service * The ongoing evolution and challenges of maintaining a strong company culture   Key Takeaways: * Implement frontline training for all employees—regardless of seniority—so everyone understands the customer experience firsthand; even executives should spend time in direct customer service roles annually. * Develop a structured core values review system that includes self-assessments, peer feedback, and manager evaluations tied to specific, behavior-based questions, then use these results for growth and recognition. * Secure and protect cultural autonomy during mergers or acquisitions by clearly defining non-negotiables in the agreement, especially regarding internal processes and employee engagement practices. * Reinforce your company values with action by making tough but necessary decisions, such as letting go of employees who consistently don't align—so the organization knows values are more than just words on a wall.   "The most powerful recruiting tool Zappos ever had was our culture.” — Jamie Henriod   Connect with Jamie Henriod:   Website: https://www.chptr.com/ [https://www.chptr.com/] & https://www.zappos.com/ [https://www.zappos.com/] LinkedIn: https://www.linkedin.com/in/jnaughton/ [https://www.linkedin.com/in/jnaughton/]     See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I [https://www.youtube.com/watch?v=EEq9IYvgV7I]   Connect with Dean: YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw [https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw] Website: https://www.mfileadership.com/ [https://www.mfileadership.com/] The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/ [https://www.mfileadership.com/blog/] LinkedIn: https://www.linkedin.com/in/deannewlund/ [https://www.linkedin.com/in/deannewlund/] X (Twitter): https://twitter.com/deannewlund [https://twitter.com/deannewlund] Facebook: https://www.facebook.com/MissionFacilitators/ [https://www.facebook.com/MissionFacilitators/] Email: dean.newlund@mfileadership.com [dean.newlund@mfileadership.com] Phone: 1-800-926-7370   Show notes by Podcastologist: Hanz Jimuel Alvarez Audio production by Turnkey Podcast Productions. [https://www.turnkeypodcast.com/]You're the expert. Your podcast will prove it.

About Susannah Robinson: Susannah Robinson is the President and Founder of Partnership for Talent LLC, a consulting firm supporting small and mid-sized organizations with strategic human resources and organizational design. In her practice, Ms. Robinson serves as a fractional HR leader, working with multiple companies to implement best practices and drive business objectives through HR solutions. She has over 20 years of experience in HR leadership roles across global organizations and mid-sized nonprofits. Ms. Robinson is also an adjunct professor at Northeastern University, teaching master's level Organizational Design. She holds a degree in Chemistry and Management from Marietta College, an MBA from Northeastern University, an advanced certificate in Strategic Human Resource Management from Cornell University, and an SPHR certification.   In this episode, Dean Newlund and Susannah Robinson discuss: * Rethinking organizational design beyond org charts * Aligning jobs, structure, and practices with strategy * Hiring for competencies instead of loyalty * Using AI to streamline HR and job design * Driving change through small, intentional actions   Key Takeaways: * Organizational design is most effective when leaders integrate job roles, structural elements, and employee practices in alignment with the company’s goals, values, and strategy. * Rather than reacting habitually to personnel changes or market shifts, leaders should pause to ask if a better structural solution exists before simply filling a vacancy. * Designing from a future state—by clarifying strategic objectives and desired outcomes—enables organizations to build more adaptive and purpose-driven structures. * Culture becomes a product of intentional organizational choices, where structure, roles, and workflows reinforce the mission and create alignment across all levels.   "Whatever design you put in place, in totality, needs to align with the purpose of the organization, the mission, the values, the strategy, the objectives.” — Susannah Robinson   Connect with Susannah Robinson:  Website: https://www.partnershipfortalent.com/ [https://www.partnershipfortalent.com/] Book: Beyond the Boxes and Lines: ARE YOU READY for the NEXT STEP? Transforming Business Results Through Organizational Design: https://www.amazon.com/Beyond-Boxes-Lines-Transforming-Organizational/dp/1950336921 [https://www.amazon.com/Beyond-Boxes-Lines-Transforming-Organizational/dp/1950336921] LinkedIn: https://www.linkedin.com/in/susannah-robinson-ba7a581a/ [https://www.linkedin.com/in/susannah-robinson-ba7a581a/] See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I [https://www.youtube.com/watch?v=EEq9IYvgV7I]   Connect with Dean: YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw [https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw] Website: https://www.mfileadership.com/ [https://www.mfileadership.com/] The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/ [https://www.mfileadership.com/blog/] LinkedIn: https://www.linkedin.com/in/deannewlund/ [https://www.linkedin.com/in/deannewlund/] X (Twitter): https://twitter.com/deannewlund [https://twitter.com/deannewlund] Facebook: https://www.facebook.com/MissionFacilitators/ [https://www.facebook.com/MissionFacilitators/] Email: dean.newlund@mfileadership.com [dean.newlund@mfileadership.com] Phone: 1-800-926-7370   Show notes by Podcastologist: Hanz Jimuel Alvarez Audio production by Turnkey Podcast Productions. [https://www.turnkeypodcast.com/]You're the expert. Your podcast will prove it.

About Ken Schmidt: Ken Schmidt is one of the business world’s most in-demand executive advisors and speakers, driven by the acclaim he earned leading Harley-Davidson Motor Company’s against-all-odds turnaround in the 1990s from the brink of financial ruin to global dominance. He’s the author of Make Some Noise: The Unconventional Road to Dominance, the host of the Tailgating with Geniuses podcast, and co-founder of Torque Sessions Leadership Training. Ken’s success, unconventional business approach, and playful outspokenness led him to consulting assignments with household-name brands and transformed him into a highly requested speaker with more than 1,200 keynotes presented globally to date.   In this episode, Dean Newlund and Ken Schmidt discuss: * Human-centered brand differentiation * Emotional connection as a competitive edge * Reframing traditional marketing strategies * Business transformation through customer feedback * The power of language in brand identity   Key Takeaways: * Harley-Davidson’s resurgence came from abandoning a product-focused mindset and embracing a strategy centered on emotional connection, human interaction, and delivering consistent delight. * By directly asking riders one powerful question—“What do we have to change on this motorcycle to convince you to buy it?”—Harley created a fast, impactful loop between feedback and product innovation. * The company aligned its brand around three key questions—what are people saying about us, what do we want them to say, and what are we doing to get them to say it—shaping its message and behavior for lasting impact. * Harley proved real customer loyalty is built not on specs or price, but on small, repeated experiences that make people feel seen, valued, and emotionally tied to the brand.   "What makes a business attractive is when it is known for who it is rather than what it is.” — Ken Schmidt   Connect with Ken Schmidt:   Website: https://kenspeaks.com/ [https://kenspeaks.com/] Torque Sessions: https://www.torquesessions.com/ [https://www.torquesessions.com/] Book: Make Some Noise: https://www.amazon.com/Make-Some-Noise-Unconventional-Dominance/dp/150115561X [https://www.amazon.com/Make-Some-Noise-Unconventional-Dominance/dp/150115561X] Show: Tailgating With Geniuses: https://podcasts.apple.com/us/podcast/tailgating-with-geniuses/id1576378423 [https://podcasts.apple.com/us/podcast/tailgating-with-geniuses/id1576378423] LinkedIn: https://www.linkedin.com/in/ken-schmidt-5b08115/ [https://www.linkedin.com/in/ken-schmidt-5b08115/] See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I [https://www.youtube.com/watch?v=EEq9IYvgV7I]   Connect with Dean: YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw [https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw] Website: https://www.mfileadership.com/ [https://www.mfileadership.com/] The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/ [https://www.mfileadership.com/blog/] LinkedIn: https://www.linkedin.com/in/deannewlund/ [https://www.linkedin.com/in/deannewlund/] X (Twitter): https://twitter.com/deannewlund [https://twitter.com/deannewlund] Facebook: https://www.facebook.com/MissionFacilitators/ [https://www.facebook.com/MissionFacilitators/] Email: dean.newlund@mfileadership.com [dean.newlund@mfileadership.com] Phone: 1-800-926-7370   Show notes by Podcastologist: Hanz Jimuel Alvarez Audio production by Turnkey Podcast Productions. [https://www.turnkeypodcast.com/]You're the expert. Your podcast will prove it.

About Vishal Gondal: Vishal Gondal is a prominent Indian entrepreneur known as the pioneer and Father of the Indian Gaming Industry. He founded Indiagames at the age of 16, scaling it internationally before its acquisition by Disney in 2011 for approximately $100 million. Vishal then transitioned into health-tech, establishing GOQii in 2014—a groundbreaking company promoting holistic wellness through advanced wearable technology and personalized coaching. He also hosts "The Awakening Code" podcast, exploring the intersection of AI, spirituality, innovation, and consciousness. Recognized globally as an innovative leader, Vishal continues to bridge technology and wellness, transforming how people engage with their health and lives.   In this episode, Dean Newlund and Vishal Gondal discuss: * How gamification influences long-term behavior change * Shifting from reactive treatment to preventive healthcare models * Understanding the gap between knowing and doing in health * The role of AI in predicting and personalizing health interventions * Exploring human purpose and spirituality in the age of AI   Key Takeaways: * Gamification works best when tasks are aligned with a person's skill level and progress is reinforced through small, consistent rewards. * Most people already know what to do for their health, but the challenge lies in sustained motivation, not access to more information. * The current healthcare system is incentivized to treat sickness instead of preventing it, which misaligns its goals with actual health outcomes. * Artificial intelligence is enabling real-time, personalized health risk predictions that can guide users to make proactive lifestyle changes.   "AI is going to force the healthcare system to transform, because now you no longer have to have a probability game—it’s a predictability game.” — Vishal Gondal Connect with Vishal Gondal:   Website: https://goqii.com/in-en [https://goqii.com/in-en] Show: The Awakening Code: https://www.youtube.com/playlist?list=PL2gtuaqZASZ0ddMrBVq_CjkXqV9UvrhMY [https://www.youtube.com/playlist?list=PL2gtuaqZASZ0ddMrBVq_CjkXqV9UvrhMY] YouTube: https://www.youtube.com/@TheAwakeningCode [https://www.youtube.com/@TheAwakeningCode] LinkedIn: https://www.linkedin.com/in/vishalgondal/ [https://www.linkedin.com/in/vishalgondal/] X (Twitter): https://x.com/vishalgondal [https://x.com/vishalgondal] Facebook: https://www.facebook.com/VishalGondalOfficial/ [https://www.facebook.com/VishalGondalOfficial/] Instagram: https://www.instagram.com/vishygo/ [https://www.instagram.com/vishygo/] GOQii Smart Vital series: https://store.goqii.com/smartvital [https://store.goqii.com/smartvital]   See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I [https://www.youtube.com/watch?v=EEq9IYvgV7I]   Connect with Dean: YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw [https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw] Website: https://www.mfileadership.com/ [https://www.mfileadership.com/] The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/ [https://www.mfileadership.com/blog/] LinkedIn: https://www.linkedin.com/in/deannewlund/ [https://www.linkedin.com/in/deannewlund/] X (Twitter): https://twitter.com/deannewlund [https://twitter.com/deannewlund] Facebook: https://www.facebook.com/MissionFacilitators/ [https://www.facebook.com/MissionFacilitators/] Email: dean.newlund@mfileadership.com [dean.newlund@mfileadership.com] Phone: 1-800-926-7370   Show notes by Podcastologist: Hanz Jimuel Alvarez Audio production by Turnkey Podcast Productions. [https://www.turnkeypodcast.com/]You're the expert. Your podcast will prove it.

About Isaac MacDonald: In his eight-year tenure at Trepwise, Isaac has consulted with over a hundred organizations and initiatives, including the New Orleans Youth Master Plan, the Jazz & Heritage Festival & Foundation, and the Orleans Public Defender’s Office. He received his B.A. in Urban Studies at Brown University, where he started the Urban Journal, an annual publication focused on building and sustaining the urban environments of the future. Before relocating to New Orleans, he worked at several environmental nonprofits in Washington, D.C. Isaac is a 2015 Venture for America Fellow and a 2021 New Leaders Council Fellow, and serves as Treasurer for the local chapter of the Sunrise Movement.   In this episode, Dean Newlund and Isaac MacDonald discuss: * Nonprofit organizational challenges in changing political landscapes * Reimagining leadership structures in social impact organizations * Government funding and nonprofit sustainability * Community-driven transformation and place-based solutions * Adapting organizational models to complex environments   Key Takeaways: * To build long-term resilience, nonprofits should reduce their reliance on unpredictable government funding by developing diverse revenue sources, including earned income and creative funding models. * By moving away from rigid hierarchies, organizations that embrace shared leadership structures can foster a more collaborative culture, promote innovation, and respond more effectively to change. * Community-led efforts, rooted in local knowledge and shared values, offer a strong alternative to top-down approaches—allowing solutions to emerge from those closest to the challenges. * Navigating today’s dynamic political and social environments requires nonprofits to stay nimble. Embracing flexible, adaptive models can enhance responsiveness and support collective problem-solving.   "One of the things that we're seeing right now is that nonprofits are experiencing multiple layers of uncertainty.” — Isaac MacDonald   Connect with Isaac MacDonald:   Website: https://trepwise.com/ [https://trepwise.com/] LinkedIn: https://www.linkedin.com/in/isaac-macdonald-28229067 [https://www.linkedin.com/in/isaac-macdonald-28229067] & https://www.linkedin.com/company/trepwise [https://www.linkedin.com/company/trepwise] X (Twitter): https://twitter.com/trepwise [https://twitter.com/trepwise] Facebook: https://www.facebook.com/trepwise [https://www.facebook.com/trepwise] See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I [https://www.youtube.com/watch?v=EEq9IYvgV7I]   Connect with Dean: YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw [https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw] Website: https://www.mfileadership.com/ [https://www.mfileadership.com/] The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/ [https://www.mfileadership.com/blog/] LinkedIn: https://www.linkedin.com/in/deannewlund/ [https://www.linkedin.com/in/deannewlund/] X (Twitter): https://twitter.com/deannewlund [https://twitter.com/deannewlund] Facebook: https://www.facebook.com/MissionFacilitators/ [https://www.facebook.com/MissionFacilitators/] Email: dean.newlund@mfileadership.com [dean.newlund@mfileadership.com] Phone: 1-800-926-7370   Show notes by Podcastologist: Hanz Jimuel Alvarez Audio production by Turnkey Podcast Productions. [https://www.turnkeypodcast.com/]You're the expert. Your podcast will prove it.