Day 28 of the masters of scale with Reid Hoffman and Angela Ahrendts—an exercise in empathy, culture and linguistics.

Big Takeaway #1. Angela sent out a simple video of herself to 70,000 people in the organisation and did not edit out the part where she took her daughters call, this resonated en masse.

Big Takeaway #2. Angela prioritised face to face interaction across the retail stores, this enabled sharing of expertise across retailer and force multiplied the operation

Big Takeaway #2. Angela created a shared vocabulary by using the same language used on the tech side of Apple, shared vocabulary is a powerful force—just take a look at every group of people speaking the same language across the world—cultures with similar languages tend to have similar behaviours as well.

Author: Usman Gondal

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