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Terry “Starbucker” St. Marie 
www.terrystarbucker.com 
@starbucker
 Spent 28 years in 
corporate world in 
various executive 
roles 
 Started a leadership 
blog in 2006 
(terrystarbucker.com) 
 Now a consultant, 
speaker, writer, & 
angel investor
 The Problem: 
 Newly acquired Cable TV company with 1,100 
direct reports 
 A team of NY investors mandating profitability 
and growth, and getting it done fast 
 A dispirited and skeptical workforce. 
 I had to drive numbers and employee 
engagement, and I had to do it VERY, VERY 
fast
 The Solution: 
 Transform from “spreadsheet assassin” to more 
human leader 
 Create a culture of accountability on a foundation 
of trust and key values 
 Pick the right metrics to drive rapid improvement 
 Result: In 7 years, grew a $670 Million 
company to $1.4 Billion, delivering high 
investor returns
 The Awesome Side 
effects: 
 One of the highest 
customer satisfaction 
scores in the industry 
 Fulfilled workforce 
 Happy leader
 At 27, plucked out of 
a CPA job and put in 
the corner office 
 Fired 11 people first 
week on the job 
 Budget slasher, 
guardian of (nearly) 
every penny), chief 
“no” officer 
Jack Kent Cooke
September, 1992 
Middleburg, 
Virginia 
I want to make a 
difference 
I want to enjoy 
what I do 
I won’t give up 
I want to connect, 
and be human 
I want to believe in 
myself
In April 2003, 
I got my 
“consolation 
prize” – 
oversight of 
1,100 
employees
Compiled by Adam Bryant, author of “Quick & Nimble” 
 Culture is the “X Factor” of innovation 
 Set values, keep values 
 Keep it simple 
 Egos must be “checked at the door” 
 Respect abounds 
 Keep out of “the void”
 Establish emotional 
connective tissue 
between leader and 
team – leads to 
respect & trust 
 Look them in the 
eye and “see” that 
what they want is a 
really good reason 
to get out of bed in 
the morning
 Simple, simple, 
simple, simple 
 The “line in the 
sand” that guides 
all conduct 
 The key enabler for 
the culture of 
accountability 
Serve our 
customers, 
and Support 
Each Other
General Bresnan 
Happy Customer 
Number 
Customer Pain 
Number 
Total Customers 
Net Promoter 
Score (NPS) 
Customer Fault 
Rate 
Total Basic 
Subscribers
 Have to be ready to 
take on the 
naysayers 
 Some always want 
to stick to the “old 
ways” 
 Nothing spurs us on 
more than an arch 
enemy – ask Luke… Me Darth
 The “cause” drives 
results (aka, Profit) 
 Science backs it up 
 Humans have a 
basic need to be 
part of something 
bigger then 
themselves
 “It is impossible to sustain long-term happiness in our lives 
without meaning. In our modern world, we spend an 
increasing majority of our lives at work, so finding happiness 
there is crucial. The greater the connection between 
meaning and the actions in our life, the happier and more 
optimistic we become.” 
 “In my research I have found that the greatest competitive 
advantage in the modern economy is a positive and engaged 
brain.”
 Best operating 
statistics in the 
industry, including 
NPS 
 High employee 
satisfaction 
 Outstanding return on 
shareholder 
investment 
 AND, One happy more 
human leader
 Crossing the bridge from “I” to “We” - It can’t be about you – it’s about a team 
 Asking for trust and keeping your promises - Integrity is an absolute must 
 Establishing a mantra of key values - It’s the glue that holds all of us together 
 Finding and teaching more human leaders – The legacy must be passed on; we 
can’t do it ourselves 
 Building a culture of accountability – It’s all about fairness and shared 
responsibility 
 Measuring, monitoring and managing with the right metrics –The team needs 
to know where they stand, and what they are aiming for 
 Fighting complacency and the naysayers – Inertia is a momentum killer, as well 
as those who still desire the old ways 
 Connecting it all to a higher purpose – Humans want to be a part of a meaningful 
cause that’s bigger then themselves 
www.terrystarbucker.com

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pdxMindShare's November Presentation with Terry "Starbucker"

  • 1. Terry “Starbucker” St. Marie www.terrystarbucker.com @starbucker
  • 2.  Spent 28 years in corporate world in various executive roles  Started a leadership blog in 2006 (terrystarbucker.com)  Now a consultant, speaker, writer, & angel investor
  • 3.  The Problem:  Newly acquired Cable TV company with 1,100 direct reports  A team of NY investors mandating profitability and growth, and getting it done fast  A dispirited and skeptical workforce.  I had to drive numbers and employee engagement, and I had to do it VERY, VERY fast
  • 4.  The Solution:  Transform from “spreadsheet assassin” to more human leader  Create a culture of accountability on a foundation of trust and key values  Pick the right metrics to drive rapid improvement  Result: In 7 years, grew a $670 Million company to $1.4 Billion, delivering high investor returns
  • 5.  The Awesome Side effects:  One of the highest customer satisfaction scores in the industry  Fulfilled workforce  Happy leader
  • 6.  At 27, plucked out of a CPA job and put in the corner office  Fired 11 people first week on the job  Budget slasher, guardian of (nearly) every penny), chief “no” officer Jack Kent Cooke
  • 7. September, 1992 Middleburg, Virginia I want to make a difference I want to enjoy what I do I won’t give up I want to connect, and be human I want to believe in myself
  • 8. In April 2003, I got my “consolation prize” – oversight of 1,100 employees
  • 9. Compiled by Adam Bryant, author of “Quick & Nimble”  Culture is the “X Factor” of innovation  Set values, keep values  Keep it simple  Egos must be “checked at the door”  Respect abounds  Keep out of “the void”
  • 10.  Establish emotional connective tissue between leader and team – leads to respect & trust  Look them in the eye and “see” that what they want is a really good reason to get out of bed in the morning
  • 11.  Simple, simple, simple, simple  The “line in the sand” that guides all conduct  The key enabler for the culture of accountability Serve our customers, and Support Each Other
  • 12. General Bresnan Happy Customer Number Customer Pain Number Total Customers Net Promoter Score (NPS) Customer Fault Rate Total Basic Subscribers
  • 13.  Have to be ready to take on the naysayers  Some always want to stick to the “old ways”  Nothing spurs us on more than an arch enemy – ask Luke… Me Darth
  • 14.  The “cause” drives results (aka, Profit)  Science backs it up  Humans have a basic need to be part of something bigger then themselves
  • 15.  “It is impossible to sustain long-term happiness in our lives without meaning. In our modern world, we spend an increasing majority of our lives at work, so finding happiness there is crucial. The greater the connection between meaning and the actions in our life, the happier and more optimistic we become.”  “In my research I have found that the greatest competitive advantage in the modern economy is a positive and engaged brain.”
  • 16.  Best operating statistics in the industry, including NPS  High employee satisfaction  Outstanding return on shareholder investment  AND, One happy more human leader
  • 17.  Crossing the bridge from “I” to “We” - It can’t be about you – it’s about a team  Asking for trust and keeping your promises - Integrity is an absolute must  Establishing a mantra of key values - It’s the glue that holds all of us together  Finding and teaching more human leaders – The legacy must be passed on; we can’t do it ourselves  Building a culture of accountability – It’s all about fairness and shared responsibility  Measuring, monitoring and managing with the right metrics –The team needs to know where they stand, and what they are aiming for  Fighting complacency and the naysayers – Inertia is a momentum killer, as well as those who still desire the old ways  Connecting it all to a higher purpose – Humans want to be a part of a meaningful cause that’s bigger then themselves www.terrystarbucker.com

Hinweis der Redaktion

  1. Nearly 1000 posts – 500,000 words! Pen Name