IKEA exec shares customer service transformation strategy

IKEA exec shares customer service transformation strategy | Donatos exec shares purpose-driven leadership lessons | How a Bayer scientist learned to lead Created for {EMAIL} | [Web Version]( April 20, 2023 CONNECT WITH NEXTUP  [LinkedIn]( [Facebook]( [Twitter]( €‰€‰[Tik tok]( [NEW SmartBrief]( Gender equity news from NextUp, Advancing All Women in Business [SIGN UP]( â‹… [SHARE]( [] Top of the week [] [IKEA exec shares customer service transformation strategy]( IKEA exec shares customer service transformation strategy (SOPA Images/Getty Images) IKEA's three-year customer service transformation program was prompted in part by the rising worldwide cost of the department and the 10,000 customer support employees who "were telling us that they felt like they could use their skills in a better way," transformation executive Nadia Ness said on a podcast. Ness said IKEA created a blueprint for the department, drove home the importance of storytelling, consolidated the 200 local systems and scaled up some smart local ideas, among other changes that have markedly increased customer satisfaction and employee engagement. Full Story: [CustomerThink]( (4/11) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] Today's leadership [] [Donatos exec shares purpose-driven leadership lessons]( Jane Abell Grote's leadership style as chief purpose officer and executive board chair at Donatos, the pizza chain her father started 60 years ago, stems from a place of love. She advises leaders to "[f]ind your purpose first and never let your plans become bigger than your purpose. Plans change but your purpose is your real power." Full Story: [QSR]( (4/14) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] [How a Bayer scientist learned to lead]( Jackie Applegate's first job after earning her Ph.D. in organic chemistry in 1992 was as the only woman scientist at a Bayer manufacturing plant, and she worked her way up through the ranks to the post she holds today -- president of Bayer's North America Crop Science division. Applegate talks about Bayer's collaborative approach and shares the leadership lessons she has learned along the way. Full Story: [AgWeb]( (4/14) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] [UPS supports women entrepreneurs globally]( UPS supports women entrepreneurs locally and globally through its own procurement and by lobbying to remove regulatory barriers, executives said at the Women's Export University program, an annual event sponsored by UPS and the Atlanta mayor's office. "I was traveling around the world too much, seeing too many women two steps behind, having to raise families, do everything that they do in their communities and not getting any help and support or the economic opportunity that they deserve for some of their amazing ideas," said Laura Lane, chief corporate affairs and sustainability officer at UPS. Full Story: [Global Atlanta]( (4/12) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] [How companies can bring more women to the CEO post]( Companies can encourage more women to seek CEO positions by making them part of succession plans, with an option to opt-out, becoming aware of biases that hold women back and finding out what motivates them to move ahead, suggests a recent report from Russell Reynolds Associates. "Companies that allow for longer ramp times to the C-suite -- by extension, allowing for more freedom and flexibility for women and men caregivers -- will be the winners," says Jenna Fisher, leader of the global CFO practice at Russell Reynolds. Full Story: [Hunt Scanlon Media]( (4/18) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] Read the latest from SmartBrief [] - [Reconciliation may be the best way forward]( SmartBrief/Leadership (4/18) [] - [4 must-haves for leadership development programs]( SmartBrief/Leadership (4/14) [] - [Replace knee-jerk negativity with a positive intent]( SmartBrief/Leadership (4/13) [] Diversity & Inclusion Trends [] [Survey: Diversity of VC firms rose in 2022]( In 2022, the diversity of US venture capital firms made progress, with data showing a growing share of investment professionals who are women, Asian/Pacific Islanders, Hispanic or Black, according to the VC Human Capital Survey from Deloitte, Venture Forward and the National Venture Capital Association. "VC firms are recognizing that not prioritizing DEI is a barrier to funding innovation and achieving higher returns," said NVCA President and CEO Bobby Franklin. Full Story: [Technically]( (4/18), [Institutional Investor]( (4/18), [Pensions & Investments (free access for SmartBrief readers)]( (4/18) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] [Exec: Work on DEI efforts during hiring slowdown]( Slow hiring periods are a good time for employers to strengthen their diversity, equity and inclusion efforts, says Lever's senior vice president of customer success Jessica Green, who recommends reviewing job descriptions to make sure they have inclusive wording, reviewing the company's pay transparency strategy, talking to recruiters about focusing on candidates' skills and updating the company website to better reflect DEI. "Creating open lines for feedback is a key way to make sure that their DEI efforts resonate with employees," Green says. Full Story: [StrategicCHRO360]( (4/12) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] [Women making solid progress in manufacturing]( Women now occupy about 30% of the nation's 12.1 million jobs in manufacturing, according to Census figures, but the sector continues to lag behind many others. Lisa Caldwell explores why manufacturing is an increasingly attractive option for women and how women are bringing new perspectives and benefits to the industry. Full Story: [Forbes (tiered subscription model)]( (4/12) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] [] Fashion is not frivolous; it is a part of being alive today. 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