Mindy Grossman, CEO of HSN, Inc: Culture Trumps Strategy

A great company culture will trump a stellar business strategy any day. That’s a lesson that Mindy Grossman has had to learn over and over again. At HSN, Inc., which owns the Home Shopping Network and Cornerstone brands, meeting customer needs with new offerings has been a priority since 1985. In that time, its retail brands have evolved from television shows to websites and catalogs. But through it all, the company’s focus on customer experience has remained the same. In this conversation with Reid Hoffman on the Masters of Scale podcast, Mindy explains how HSN’s commitment to delighting customers shaped its approach to hyper-personalization -- and how that attention helped keep HSN at the cutting edge of retail. “You have to be willing to evolve constantly,” she says. “That comfort level will never be there. If you don't get comfortable being uncomfortable, you shouldn’t be in these spaces. You have to be able to shift your mindset continuously.”