When Values Become Just Words: A Reflection on Corporate Culture

I’ve always believed that the heart of any organization lies in its values. This belief was shaped by my experiences as a customer and as someone who pays close attention to how companies treat their people and communities. For many years, Starbucks has been a shining example of what it means to live by a set of guiding principles. But recently, I’ve questioned whether those values are still being honored, especially after a personal experience that unsettled me.


I stopped by my local Starbucks for a cup of water while out for a walk in the Arizona heat, where dehydration and heatstroke are real dangers. I’d done this before, and it always felt like a small gesture of community: a business looking out for its neighbors, whether they were buying coffee or not. This time, though, I was refused. The barista explained that they could only provide water to paying customers (which I am, just not while I was on a walk). I left, dehydrated and disappointed, and couldn’t shake the feeling that something fundamental had changed.


Under Howard Schultz’s leadership, Starbucks was built on a foundation of shared values: respect, community, and a commitment to being a positive force in the world. Schultz famously insisted on calling employees “partners,” providing them with benefits and opportunities for growth, and embedding social responsibility into the company’s DNA (The Cultural Legacy of Howard Schultz). The company’s mission evolved from serving great coffee to nurturing “the limitless possibilities of human connection,” a lofty goal that, at its best, showed up in how customers and employees were treated.


Schultz once said, “If people believe they share values with a company, they will stay loyal to the brand” (Howard Schultz Message). For many, including me, Starbucks wasn’t just a place to buy coffee. It was a place where you felt seen, welcomed, and even in small ways, cared for.


When Values Become Just Words

So what happens when those values are no longer reflected in everyday actions? When a company that once gave water freely in a desert city turns people away, it’s not just a policy change but a cultural shift. Values lose meaning when not lived out in real decisions and behaviors (A great Article from David S. Cohen on values harming your culture). As he put in his article, “Values are not wall decor... They are the cornerstone of defining right from wrong.


The disconnect between stated values and actual behavior eats away at trust among employees, customers, and the broader community. It leads to distrust, disengagement, and, ultimately, a loss of loyalty. When a company’s actions don’t align with its values, it’s not just disappointing; it’s horrific.


Why Values Still Matter- Now More Than Ever

I’ve realized that values aren’t just something a company puts on a poster or in a mission statement—they’re the real foundation of how a place feels and operates. When I walk into a business, I can sense if its values are alive. For me, values are everything. They’re not just about business—how we treat each other and what kind of community we want to build. When companies remember that it makes all the difference.


My experience at Starbucks may seem small, but it’s part of a larger pattern that raises important questions:


1.     What do we expect from the organizations we support?

2.     What happens to our communities when businesses no longer see themselves as part of the social fabric?

3.     How do we hold companies accountable to the values they claim to uphold?


It’s not about free water—it’s about what that gesture represents: empathy, community, and a commitment to doing the right thing, even when it’s inconvenient. These are the values that built Starbucks, and they can keep any organization strong, relevant, and respected.

I hope Starbucks and all organizations remember that values are only meaningful when they are lived every day, in every interaction. In the end, it’s not just about coffee. It’s about connection, community, and the world we want to build together.


Remember: Do one kind thing for someone today! 

Reflections

How Values-Driven Leadership Enhances AI Adoption in Organizations

By Susan Hayer, Ph.D • December 5, 2024
Artificial intelligence (AI) reshapes industries, enhances efficiencies, and drives innovation. However, the success of AI adoption hinges not solely on technological prowess but significantly on leadership that embodies and promotes core organizational values. A values-driven leadership approach ensures that AI integration aligns with ethical standards, promotes trust, and encourages collaboration, ultimately leading to sustainable and impactful AI implementation. Building Trust Through Transparency and Integrity The introduction of AI can elicit employee concerns regarding job security, ethical implications, and workflow changes. Addressing these concerns requires leaders to cultivate an environment of trust. Transparency: Leaders should openly communicate AI adoption's objectives, processes, and expected outcomes. This includes clarifying how AI will be used, the data it will process, and its impact on various organizational roles. Transparent communication demystifies AI and alleviates uncertainties. Integrity: Ensuring that AI systems are developed and deployed ethically is key. Leaders must commit to ethical AI practices, such as avoiding algorithm biases and ensuring data privacy. This commitment reinforces the organization's integrity and builds confidence among employees and stakeholders. By prioritizing transparency and integrity, leaders can build a solid foundation of trust, which is essential for successfully adopting AI technologies. Encouraging Collaboration and Inclusion AI adoption is not merely a top-down initiative; it requires active participation and collaboration at all organizational levels. Leaders play a crucial role in facilitating a collaborative environment. Inclusion: Engaging employees in the AI adoption process by soliciting their input and involving them in decision-making fosters a sense of ownership and reduces resistance to change. Inclusive practices ensure that diverse perspectives are considered, leading to more robust AI solutions. Respect: Valuing and respecting employees' insights and expertise encourages open dialogue and knowledge sharing. This respect enhances teamwork and ensures that AI tools are tailored to meet the organization's actual needs. A collaborative and inclusive approach ensures that AI adoption is a collective effort, leveraging the strengths and insights of the entire organization. Encouraging a Growth Mindset and Continuous Learning The dynamic nature of AI technologies necessitates a culture of continuous learning and adaptability. Leaders can cultivate this culture by promoting a growth mindset. Adaptability: Leaders should model adaptability by embracing new technologies and demonstrating a willingness to learn. This sets a precedent for employees to follow suit, fostering an environment where experimentation and innovation are encouraged. Support: Providing resources and opportunities for employees to upskill ensures they are equipped to work alongside AI technologies. Supportive leadership alleviates fears of obsolescence and empowers employees to grow with technological advancements. By encouraging a growth mindset, leaders enable the organization to remain agile and responsive to technological changes, maximizing the benefits of AI adoption. Aligning AI Initiatives with Organizational Values AI adoption needs to align with the organization's core values and mission to be meaningful and sustainable. Leaders are instrumental in ensuring this alignment. Purpose-Driven Implementation: Leaders should ensure that AI initiatives support the organization's overarching goals and ethical standards. This alignment ensures that AI is a tool to advance the organization's mission rather than detract from it. Ethical Considerations: Incorporating ethical considerations into AI development and deployment safeguards against unintended consequences reinforces the organization's commitment to responsible innovation. Aligning AI with organizational values ensures that technological advancements contribute positively to the organization's objectives and societal responsibilities. Successful AI adoption extends beyond technological implementation; it requires leadership that embodies and promotes organizational values. Leaders can effectively navigate the complexities of AI adoption by building trust, facilitating collaboration, encouraging continuous learning, and ensuring alignment with core values. This values-driven approach facilitates smoother integration of AI technologies and enhances organizational cohesion and resilience in the face of technological change. Further Reading For more insights on the intersection of leadership, values, and AI adoption, consider exploring the following resources: AI And Leadership: How To Thrive In The Digital Transformation Age Human-Centric Leadership In The Age Of AI: Balancing Technology And People The AI Strategy Roadmap: Navigating the Stages of Value Creation These articles provide diverse perspectives on how leadership can effectively guide AI adoption within organizations.

5 Challenges Small Businesses Face During a Digital Transformation

By Susan Hayer, Ph.D • December 4, 2024
Over the years, I’ve had the privilege of working closely with small businesses navigating digital transformation. I’ve seen the struggles—the tight budgets, the fear of change, and the overwhelming options—and the incredible resilience and innovation these businesses bring to the table. I’ve learned that digital transformation isn’t just about technology; it’s about people and the values that guide them through the journey. Here are the top five challenges small businesses face during digital transformation—and how we can overcome them together. Limited Budget and Resources One small business I worked with—a family-owned bakery—struggled to meet demand. The business wanted to invest in a digital ordering system but felt like they couldn’t afford it. Every dollar mattered, and they worried about making the wrong choice. We started by breaking down their goals into manageable pieces. Instead of a complex, expensive system, we implemented a simple online order form and integrated it with their existing operations. It wasn’t flashy, but it worked. Within six months, their sales increased by 30%, and they saved hours of manual work each week. The best part? The solution cost less than $500 to set up, proving that transformation doesn’t have to break the bank. Resistance to Change Change is hard, especially when it feels like it’s being imposed. Employees at one small logistics company were nervous about switching to a new dispatching system. “What if this makes my job harder?” one driver asked during a meeting. Their concerns weren’t unfounded—poor implementation could have disrupted their workflows. Instead of rushing the rollout, we involved the team early on. We held open sessions where employees could share their concerns and give them a say in configuring the new system. We also provided hands-on training so they felt confident and prepared. By the time the system launched, those same drivers who were hesitant were showing new employees how to use it. They saw how the technology made their routes more efficient, saving them hours on the road and reducing stress. Lack of Expertise One of the biggest challenges for small businesses is not knowing where to start. I remember a boutique accounting firm that wanted to adopt cloud technology but didn’t have an IT department. They felt overwhelmed by the options and worried about making a mistake. We brought in a consultant for a short-term project to help them identify the right solution and set up the system. At the same time, we trained their team so they could manage the system independently moving forward. Within three months, they were fully operational on the cloud, improving their client experience and saving over $15,000 annually in paper and postage costs. Integration Challenges Integration can feel like fitting a square peg into a round hole. One small retail business I worked with wanted to adopt a new point-of-sale (POS) system, but they were worried it wouldn’t work with their existing inventory software. We audited their current systems and identified integration requirements before committing to a solution. Then, we chose a POS system with built-in compatibility. We tested the setup in phases to ensure it worked seamlessly before going live. The transition was smooth, and they avoided the chaos of disconnected systems. Their new setup saved them $10,000 in annual inventory management costs and helped them keep customers happy with real-time stock updates. Balancing Day-to-Day Operations with Transformation Running a small business is full-time, so adding digital transformation to the mix can feel impossible. I worked with a small agency that needed to implement a CRM system but couldn’t afford to let client work slip. We broke the transformation into small, manageable phases, focusing on one department at a time. During the transition, they outsourced some administrative tasks to free up resources. By the end of the project, the agency had a fully functional CRM system that streamlined its operations. It didn’t miss a beat with its clients. The new system increased efficiency and allowed it to take on 20% more projects. Why This Matters Digital transformation is more than just adopting technology—it’s about aligning your business’s goals, values, and people to create a sustainable path forward. Small businesses may face unique challenges, but with the right approach, these challenges can become opportunities to grow, innovate, and thrive. If you’re overwhelmed by digital transformation, you’re not alone—but you don’t have to go through it alone. Let’s talk about how we can align your goals with a plan that works for your business, your team, and your budget. Together, we can make digital transformation a success story for you.
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