Successful Business Leadership

Recently, I got back from Europe where I spent over a week visiting Germany, Austria, and Switzerland. In my quest to find innovative business and product ideas, I ran across a few that were new to me and I thought worthy of sharing. The key point is that we are in an era of great innovation. As leaders, we must pay attention and learn as much as possible of the innovations that are developing today as they will create the competitive environment tomorrow. Stay ahead of the curve. Some interesting innovations or sources of ideas to learn from include the:

International Business Awards 2007

Swarovski Museum in Innsbruck Austria

New Terminal 5 (T5) in London’s Heathrow Airport for British Airways

BMW Headquarters and (auto development ideas) in Munich Germany

International Business Awards

While traveling, I came across the Stevie Awards for Business – “The Stevie Awards were created to honor and generate public recognition of the efforts, accomplishments, and positive contributions of companies and business people worldwide.” Business and business people are often viewed in negative terms. Yet, like any other segment of society, businesses and business people often do many great things that don’t get recognized in the press or broadly across society. More importantly, businesses and business people create the environment for innovation and social improvements. So I was happy to discover the Stevie Award process while in Europe. Go to their website and see the innovative and creative businesses they recognized in 2007 including categories for social responsibility, best multi-nationals, most innovative, best communications campaigns, best customer service, best marketing, best new products, best websites, etc. There are a lot of really interesting ideas that one can learn from these “best companies”. Then see who and what they recognize for 2008.

Swarovski Museum

This museum provides a display of modern art using crystals from the Swarovski jewelry business. The works of 26 artists (including Warhol, Dali, Chagall and Picasso) are on display via crystals. There are 14 stations to wander thru including a crystal forest, dome, calligraphy, theater, a kaleidoscope of crystal, etc. The innovation is in how the art uses crystals in multiple, different ways, and then is integrated with modern technology, sound, light, and movement. Each area captures the imagination and leaves you feeling in awe of what was created. It is all truly beautiful. Their website includes a virtual tour, but it is much better to see this modern art in person. Innovation is an integrative process of different ideas and ways of thinking, as demonstrated by how Swarovski runs its business.

T5

British Airways experienced a lot of trouble in the opening of T5 (the new terminal at London’s Heathrow). A lot of negative things have been written and said about these problems. I happen to have gone through the terminal on its fourth day. In speaking to a British Airways employee about the situation, you could hear the frustration and embarrassment, but she reassured me that they were working to solve things. That was encouraging to hear as a customer (versus some US airline employees I’ve heard who do nothing but criticize their company and end up driving away customers).

British Airways objectives included trying to create a traveler experience that is “peaceful and relaxed”. They spent 10 years rethinking what an airport terminal is and how it should function. Despite the opening troubles, they’ve succeeded. Often times, we think innovation occurs because of some grand, big, unique invention. Innovation, however, begins with the definition of the objective, thinking about how the whole system as it is today could change, and then thinking differently in all the individual details. Here is my list of what stood out in the details of T5 that created a peaceful and relaxed experience:

• The terminal has lots of natural light with a light green shade in the interior. They limit the number of bright glaring lights or headlines calling out for attention. The whole environment felt calming.

• There were only a few advertising locations, but plenty of ads via electronic screens rotating the ads through them. The visitor is not being “screamed at” for attention as they walk thru the terminal.

• There were lots of customer service desks and people available to help, and they asked to help.

• British Airways flight information boards highlighted first the “critical flight connections”. As I didn’t have one of those flights, it was relaxing to easily confirm that I had time.

• While waiting at the gate, the sign also said “Please take a seat, we will display further information soon”. This doesn’t actually help anything other than to calm the mind.

• Going through security, the trays were under the conveyor belt, readily available, creating more space. It felt faster.

• The stores were well organized and not packed in everywhere.

• The bathrooms were very spacious.

• When the call came for the flight to begin loading, I went to the end of the line to test how long it would take for a full flight. It took 10 minutes to get into the seat. I don’t know what the typical measures are, but it felt quicker compared to prior international flight experiences.

• And finally, here is a simple thing again. At check-in, they used my first name. It was comforting and personal.

The only problem I encountered was upon arrival. It took 10 minutes to get the jet way to the door of the plane for us to exit. And it was frustrating. But the whole experience was pleasant as there clearly was not a feeling of being overwhelmed with information or rushed. I felt like a valued customer. T5 is a successful innovation as it “simplified” things in the design and details for the personal experience. Check out a virtual tour here.

BMW Headquarters

This Munich landmark of modern architecture is constructed as four buildings in the shape of four cylinders in a car’s engine. The “cylinders” are suspended on a central tower instead of supported from the ground – they “hang in place”. During construction, each floor was assembled on the ground and then elevated to its suspended position on the central tower – in 1972.

This building remains unique today in its technique, construction process, and architecture. BMW has their museum next to its headquarters. The building and museum highlight BMW’s commitment to innovation over the long term. To see what is coming in car design, check out the innovations they are developing at their website. Cars of the future increasingly are integrating online services and information, clean energy, and intelligent driving systems.

Innovation is a goal and process to develop by business leaders, but we have to deliberately seek it out and encourage it in people.