Corporate Leadership

LinkedIn Series, Corporate Leadership

Lessons from the Hall – Others are Key to Your Happiness and Success

Reposted from Dan Hesse's LinkedIn series on Executive Leadership and Corporate Responsibility. The following was published August 11, 2015. 

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The family spent an enjoyable and inspirational weekend together in Canton, OH to see the eight new members of the class of 2015 enshrined into the Pro Football Hall of Fame.  We were especially glad to see Jerome Bettis and Tim Brown inducted (Go Irish!), and also to see Chiefs great Will Shields enter the Hall.

The acceptance speeches were excellent. Sydney Seau’s introduction for her father was moving. What struck me was the consistency of the themes from the speeches. Each player emphasized experiences off the field and the importance of the “complete person”, rather than on the football player.

It was evident that passion, love of the game, and hard work by the player are half the recipe for success. The other half is the love and support of others -- family, friends and mentors.  By pursuing a sport they love, aided by the guidance and help of others, they’ve achieved happiness and fulfillment.  

These speeches and the experience in Canton echo a quote from Albert Schweitzer, which I included in a recent interview with Forbes (linked below).

“Success is not the key to happiness. Happiness is the key to success.”

The conversation with Forbes’ Robert Reiss closed with my advice for millennials as they position themselves for success. You can read more of the interview here: According To Dan Hesse, 'The Mobile Internet Changes Everything"– Forbes, July 2015

Corporate Leadership, Award

Is a Digitally Connected World a Better Place? | Vital Speeches

Dan comments on the the plusses and minuses of a digitally connected world in this address, originally appearing in Vital Speeches. Published June 2015.

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We are living at a time when technology is changing the world at a pace never before experienced in human history. Of all technological advances, in my view, the one that is changing the life we share on this planet the most, whether one lives in a G8 country or in the developing world, is the mobile Internet.

These dramatic changes bring with them many plusses, but also some negatives and risks. F. Scott Fitzgerald’s quote, “The test of a first-rate intelligence is the ability to hold two opposed
ideas in mind at the same time and still retain the ability to function” is perhaps a good theme for this talk.

I’m not claiming to have a first rate mind, but I have learned a bit about telecommunications during a 37-year career in the industry. Will Rogers said it well, “Everybody is ignorant, only
in different subjects,” and perhaps this could apply here as this is one of the few subjects I don’t feel ignorant about.

....Click for full article.

Corporate Leadership

Best Turnaround CEOs of All Time - Dan Hesse | Fierce Wireless

The following excerpt was included in a review of "turnaround CEOs". Dan Hesse was listed alongside Steve Jobs. Published October 2011. 

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Sprint Nextel (NYSE:S) CEO Dan Hesse arrived at the company in late 2007 as it was in freefall, reeling from the tenure of Gary Forsee. One of the first and most prescient things Hesse did was simplify Sprint's rate plans by offering the company's "Simply Everything" plan in early 2008. Since then, simplicity has become one of the key brand values and identifiers for Sprint, which right now stands alone as the only Tier 1 wireless carrier still offering unlimited smartphone data plans to new customers.

Turning the company around proved extremely difficult, and Sprint lost 5.1 million subscribers in 2008, as wireless revenue fell by $3.1 billion, or 32 percent, as compared to 2007. Still, the company was making improvements, most notably in customer service, which had been one of Sprint's key weak points under Forsee.

In early 2009 Sprint's Boost Mobile brand shook up the industry and sparked a price war with its $50 monthly unlimited plan on Sprint's iDEN network. After acquiring Virgin Mobile USA in late 2009, the company re-tooled its prepaid offerings and launched a multi-brand strategy in May 2010 aimed at segmenting the market. Hesse effectively doubled-down (or quadrupled, if you want to think of it that way) on prepaid with the re-launch of Virgin Mobile as well as the launch of Assurance Wireless for low-income customers and Common Cents Mobile pay-per-minute brands. Prepaid remains one of Sprint's strongest growth engines. Sprint also launched its attractive "Any Mobile, Anytime" service, offering unlimited calling to any mobile number, regardless of carrier.

Slowly but surely, Sprint's subscriber losses began to slow down, starting in the fourth quarter of 2009 and continuing in first quarter of 2010. By the second quarter, Sprint had returned to positive subscriber growth for the first time in three years, largely on the strength of its prepaid offerings, though postpaid subscriber losses were decreasing. Sprint added the most net wireless subscribers in a quarter since 2006 in the third quarter of 2010, but still lost postpaid customers. The turnaround continued in the fourth quarter and Sprint added 1.1 million total net subscribers, including net postpaid additions of 58,000 subscribers--the carrier's first net postpaid additions since the second quarter of 2007. 

Around this time Sprint selected Alcatel-Lucent (NASDAQ:ALU), Ericsson (NASDAQ:ERIC) and Samsung for its network modernization project, called Network Vision, the latest evolution of Sprint's network (the company inked a $5 billion deal with  Ericsson in 2009 to outsource the management of its network). Network Vision is centered around multi-mode base stations that Sprint will use to deploy multiple radio technologies, and the plan will allow Sprint to shut down the iDEN network starting in 2013.

In 2011, continued postpaid subscriber losses have leavened overall subscriber gains, but Hesse's biggest coup was finally getting Apple's (NASDAQ:AAPL) iPhone for the Now Network. The company's Network Vision plans, which will allow Sprint to deploy LTE by mid-2012, and move away from 4G dependence on WiMAX provider Clearwire (NASDAQ:CLWR), still need to be ironed out.

...Click for the full recap.

Award, Corporate Leadership

Corporate Social Responsibility Difference Maker of the Year Awarded by Urban League of KC | KCTV5

Article recapping Corporate Social Social Responsibility Difference Maker of the Year Award appear on KCTV5.com. Published December 2011.

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The Urban League of Kansas City honored KCTV's news director, an H&R Block founder and Sprint's chief executive officer Thursday with the organization's highest honor.

Under Hesse's leadership, Sprint employees work tirelessly to give to the community and promote green efforts.

Hesse said he and other Sprint executives take seriously their role as community leaders.

...Click for full article.

 

Corporate Leadership

A CEO Worth Emulating

This article, reviewing Dan Hesse's corporate leadership, originally appeared on Talent Zoo's Digital Pivot blog. Published January 2013. 

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As someone who grew up watching a parent run a business, I’ve always paid attention to CEOs who rise to the forefront of media attention. Many of them, like the revolving door of those unfortunate souls in charge of RIM, incur nothing but a growing disappointment in heads of major corporations and a concern for the future of our country.

However, Dan Hesse, CEO of Sprint, long ago earned a place in my heart. Although Sprint may not be the chief carrier in the nation, his manner of running a business is an inspiration to any current or aspiring entrepreneurs.

While other major cell-phone carriers remain faceless corporations, whose customers continually have nothing but ill to speak of them, Sprint has featured Dan Hesse in its commercials for years, a move that gives consumers a name and a face to associate with their cellular provider. This decision alone stands head and shoulders above the choices of other major carriers, who hide in the shadow of their brand and never emerge to address or appreciate their customer base.

Hesse has even, at times, invited customers with complaints about their cellular service to email him directly. Prior to that, when it became apparent that Sprint customers were increasingly dissatisfied, Hesse took steps to ensure that Sprint rose from having one of the worst customer service departments in America with whom to deal to having the absolute best.

Coming from a very technology-proficient family, and being a person who can occasionally be hard on mobile devices, I have personally been a thorn in Sprint’s customer service department at times, but have always had my issues resolved quickly and in the best way possible for all parties. If more CEOs truly took the time to listen, sincerely, to customer complaints, it would surely do wonders for the economy.

...Click for full article. 

Corporate Leadership

The Business Impact Of An Outside-In Perspective At Sprint | Forrester

This article, chronicling Dan's customer service efforts at Sprint originally appeared on the blog of Forrester magazine. Published May 2012. 

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Sometimes a CEO takes the reins at a company that’s in such great shape, I can’t help thinking, “Wow, it must be great to be that guy!”

And then there’s Dan Hesse, CEO at Sprint. Given the shape that Sprint was in when he got the top job in 2008, I was thinking more along the lines of, “Wow, he must be working off a karmic burden!” That’s because back then, the company had the lowest customer satisfaction ratings of any of the major wireless carriers. As a result, it was bleeding cash from high customer care costs and lost subscribers.

Faced with this mess, Dan decided to focus on systematically improving the quality of Sprint’s customer experience as a way of improving Sprint’s bottom line. We were so impressed by his efforts that we included a case study about Dan in Chapter 2 of our upcoming book, Outside In: The Power Of Putting Customers At The Center Of Your Business.

The book won’t be out until August 28th, but you don’t have to wait until then to get a sense of how effective Dan’s efforts have been. That’s because on May 15th, Hesse gave an address at Sprint’s shareholder meeting, and he had this news:

  • Sprint now has the highest overall customer satisfaction rating among all major US wireless carriers. Yeah, that’s right — it went from distant last to first, according to the American Customer Satisfaction Index.

  • As a result of eliminating the customer experience problems that fueled ridiculous amounts of contact center traffic, Sprint took its customer care costs down from $3.7 billion per year in 2008 to $2 billion per year today. That’s a savings of $1.7 billion per year from improving customer experience.

  • Improved customer experience paid off in terms of customer acquisition and retention as well as cost savings: Sprint has now had six consecutive quarters of adding 1 million net new subscribers per quarter.

...Click for full article.

Notre Dame, Corporate Leadership

Hesse Family Donates $3 million Gift for Boys & Girls Club | South Bend Tribune

This article, outlining donations from the Hesse family to the Boys and Girls Club originally appeared in the South Bend Tribune. Published March 2014. 

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The CEO of Sprint and his wife are giving $3 million to the University of Notre Dame and the Boys & Girls Clubs of America that will create a new position at the local Boys & Girls Club — with the net effect of doubling the club’s 75 volunteers.

And that could ramp up the number of at-risk kids that the local club can serve at its main campus, at 502 E. Sample St., from about 140 daily to 200 in the first 18 months, said Jory Fitzgerald Kelly, executive director of the Boys & Girls Clubs of St. Joseph County.

...Click for full article. 

 

Interview, Award, Corporate Leadership

How Fortune 500 CEOs Can Drive Corporate Responsibility | Forbes

Dan Hesse was presented with the lifetime achievement award by Publisher of Corporate Responsibility Magazine in November 2013. Robert Reiss conducted the following interview with Dan Hesse to discuss the role of CEOs in solving the world's most pressing issues. 

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What is it about Fortune 500 CEOs that uniquely positions them to impact some of the world’s most pressing problems?

Dan Hesse: Because of the great divide between America’s political parties, plus global political differences, governments are less effective at solving problems, so the mantle of leadership is being passed to the leaders of the largest companies.  Fortune 500 CEO’s effect the lives and livelihoods of millions – customers, employees, suppliers, shareholders, communities and other stakeholders.  Values-based business leadership has never been more important to solving the country’s and the world’s problems.

What is the relationship between corporate responsibility and building a great organization with strong financial performance?

Dan Hesse: Corporate responsibility has become an important foundation in building Sprint’s culture.  It helps us attract and retain great talent because it’s a common cause and belief system that motivates us all to perform.  Many CR initiatives also reduce costs in areas like the usage of energy, water, or paper, thereby improving financial performance.

...Click for full interview.

Corporate Leadership

Sprint CEO Dan Hesse's plan to fight AT&T and Verizon: 'doing the right thing' | The Verge

This article detailing Dan Hesse's corporate strategy originally appeared in The Verge. Published August 2012. 

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"At Sprint, we describe it internally as being the good guys, of doing the right thing," he said today. That moral component pervades many of the PR-friendly activities Sprint engages in, from eco-friendly recycling programs to distracted driving prevention, but it also, Hesse says, informs what would otherwise seem like calculated business decisions like continuing to offer unlimited data.

The topline example is Sprint's place in the American Customer Satisfaction Index, which since Hesse's four-and-a-half-year tenure as CEO have gone from worst to first amongst carriers. Hesse says that "doing the right thing" when it comes to better customer service not only makes customers happier, but saves the company money: "Customer care costs are roughly half of what they were four and a half years ago."

While Sprint is making some headway in customer service and its cash position, that's not to say the company or its CEO has illusions that everything is great, "What you’re not going to see around here are any mission accomplished signs," Hesse says. Amongst the reasons Sprint is struggling is the vastly more powerful and entrenched competition it's up against: AT&T and Verizon.

...Click for full article. 

Interview, Corporate Leadership

A Catholic CEO Urges The Pope To Embrace Capitalism As A Force For Good | Forbes

During Pope Francis' visit to the United States in 2015, Robert Reiss of The CEO Show and Forbes spoke with Dan on the interrelated subjects of catholicism and capitalism. Dan, a practicing Roman Catholic, explains how leaders can pursue a business career in order to make a positive difference in the world. Published September 2015.

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ROBERT REISS: Pope Francis has denounced capitalism as a new “tyranny.” Do you agree with him?

DAN HESSE: I understand why the pope holds this view, but no. As a practicing Roman Catholic, I’ve never supported a pope more enthusiastically than this one. I carry a Pope Francis medal in my wallet. He’s addressing many of the right issues during his papacy and making the Church more inclusive. As you point out, in his papal exhortation almost two years ago, Pope Francis used very strong language. He discussed how exclusion and inequality in today’s capitalist system are dehumanizing, and that our culture of prosperity makes many indifferent to the plight of the poor.

Pope Francis is troubled by the widening gap between rich and poor. He goes so far as to say our love of money is a rejection of ethics. He also criticizes capitalism for the deteriorating state of our planet, stating that the environment is defenseless against man’s search for power and possessions. On the one hand, I’m glad he has the courage to speak his mind clearly, and not mince words, because his strong rhetoric is helping to bring attention to important issues. On the other hand, history has demonstrated that capitalism is by far the best economic system among the alternatives. Witness the growth in the economy and the hundreds of millions pulled out of poverty in China as they moved away from communism and toward capitalism. Yes, the gap widens between the haves and the have nots, but overall, the majority of people are much better off.

Capitalism, at its core, is financial freedom, the free movement of capital and the power of individuals, not government, to determine how money and resources will be spent. Capitalism also goes hand-in-hand with freedom of information. Capitalism and free markets cannot work properly without it. Capitalism also goes hand-in-hand with political freedom and democracy. Completing this virtuous cycle is religious freedom, which the pope certainly supports. So, capitalism, or financial freedom, completes the virtuous cycle of political freedom, religious freedom, and freedom of information, and in my view, a capitalist world is a better place than it would be under any other system.

REISS: So, what would you say to Catholics who are interested in becoming business leaders?

HESSE: I’ve often stated that I believe the role of a CEO or business leader is a vocation, akin in some respects to teaching, parenting, public service, or even the clergy. The leader of a company influences the lives and livelihoods of many people: employees, customers, shareholders, suppliers, business partners, and those living in the communities in which a company serves, by what they do, and how they do it. I would encourage anyone who wants to make business more ethical, regardless of religion, to pursue a business career in order to make a positive difference in the world.

REISS: Do you think it antithetical for Catholic schools to teach and promote capitalism and business?

HESSE: Pope Francis is a Jesuit, and they're well known for their mission of teaching. Jesuit and other Catholic schools flourish, particularly in America, through strong private funding, and funding can suffer when an economy isn’t functioning smoothly. It is absolutely critical in my view that Catholic schools teach business. Perhaps it’s ironic that the University of Notre Dame has been ranked as America’s best undergraduate business school by Bloomberg Business Week for the past five years. Business ethics are at the core of Notre Dame’s curriculum. I believe Pope Francis should encourage Catholics, and non-Catholics who share his views, to become capitalists and pursue business careers.

REISS: The Pope implores politicians to get involved in this issue. Do you think politicians can make a difference?

HESSE: Frankly, not really. There are some good public-private partnership examples, like the ConnectED program, where the federal government and a handful of technology and communications companies have come together to provide computers and high speed Internet service to students who cannot afford them. But the real power of capitalism lies in the hands of consumers. Once consumers decide to wield their tremendous economic power and choose to buy products only from responsible companies, capitalism will change for the better. I have seen consumers begin to take notice of corporate responsibility, but slowly.

An interviewer on TV once observed that it is hard for a CEO to act responsibly because Delaware law states that only shareholder interests matter. I argued that responsible behavior strengthens the brand over the long term, so it is in the shareholders' interest. If consumers voted for ethical corporate behavior with their wallets, corporate responsibility would be aligned with shareholder interests in both the short and long term. If consumers decide to spend their money only with companies that treat all of its constituents well, including employees and communities, capitalism will evolve. In capitalism, it’s one dollar, one vote. The consumer, the person with the money, is king.

One might ask, how does a consumer find out which companies act responsibly and which ones don’t? There are many sources of information out there, like the Dow Jones Sustainability Index or the CR magazine 100 Best Corporate Citizens list, as well as publications and rankings devoted to sustainability, financial transparency, diversity, and other important social issues, but it takes investigation by consumers to find these sources. If consumers wanted a comprehensive Consumers Report for responsible companies and paid attention to its rankings, a single, comprehensive guide would likely exist

REISS: Do you think our capitalist system can change?

HESSE: Perhaps no person on the planet has the potential to improve capitalism more than Pope Francis. His power of the pulpit, with Catholics and non-Catholics, is perhaps unprecedented. If he exhorts consumers to only buy from responsible companies that treat the planet and all of their constituents well, this pope might become the most important person in the history of capitalism, ushering in a new age of conscience-driven capitalism.

Reprinted from Robert Reiss' series on Forbes.com...