In his decade as CEO of Campbell Soup Company, Doug Conant developed rituals for physically and psychologically connecting with people at all levels in the company, which he called touchpoints.
Every morning, Conant allocated a good chunk of his time to walking around the plant, greeting people, and getting to know them. He would memorize their names and the names of their family members. He would take a genuine interest in their lives. He also handwrote letters of gratitude to recognize extraordinary efforts. And when people in the company were having tough times, he wrote them personal messages of encouragement. During his tenure, he sent more than 30,000 such letters.
To Conant, these behaviors were not just strategies to enhance productivity; they were heartfelt efforts to support his people.
"If You Aspire to Be a Great Leader, Be Present" Harvard Business Review. December 13, 2017.
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