Charlie Cole is the CEO of Tribute Technology, a leading provider of software solutions for the funeral industry. His leadership experience includes roles such as CEO of FTD, Chief eCommerce Officer at Samsonite, and Chief Digital Officer at Tumi. He embraces a leadership style rooted in transparency and a commitment to driving positive change. This approach involves blending the best of the past with innovative strategies, ensuring that his teams evolve and thrive in the evolving business landscape. 

You’ll hear Lindsay and Charlie discuss:

The key to successful leadership, according to Charlie, is finding the right balance between maintaining elements of the old and introducing new strategies. 

Drawing from his experience at FTD, Charlie discusses the complex task of leading a company that recently emerged from bankruptcy, navigating the process of retaining valuable institutional knowledge while implementing necessary changes.

Inherited culture plays a significant role when taking on leadership roles, especially in the context of companies recovering from challenges like bankruptcy.

Charlie's leadership style is rooted in ruthless transparency. He communicates regularly with the team, shares monthly and weekly results, and ensures that everyone is well-informed about the company's direction.

It’s difficult to be transparent when the truth may hurt. However, leaders must be willing to deliver uncomfortable truths that drive positive change.

The challenge of leading change involves identifying individuals willing to adapt quickly and making swift decisions when facing resistance.

In his role at Tribute Technology, Charlie serves three principal constituents: funeral directors, grieving families, and friends and family of the deceased. The company prioritizes customer-centric solutions that benefit all three groups.

Customer centricity in SaaS businesses like Tribute Technology is facilitated by the high lifetime value of customers, allowing for a more long-term and holistic approach.

Certain business models afford more leeway for customer-centric decisions.

Examples from companies like Amazon, Starbucks, and Meta showcase the possibilities of creating new economic value by being customer-centric and taking bold swings.

The best teams have a mix of people with diverse viewpoints and ideas.


Resources
Charlie Cole on LinkedIn 
Tribute Technology