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Oct

Developing a winning Culture the Zappos way!

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My guest on the podcast Joseph Michelli takes you through the Zappos company culture now and what may be the future. Joseph’s latest book, The Zappos Experience: 5 Principles to Inspire, Engage, and WOW has generated my interest on the relationship of employee and customer experience as demonstrated in my blog post, Is Zappos the Next Toyota?. We discussed this and the Zappos approach that Michelli breaks into five key elements:

Serve a Perfect Fit—create bedrock company values
Make it Effortlessly Swift—deliver a customer experience with ease
Step into the Personal—connect with customers authentically
S T R E T C H—grow people and products
Play to Win—play hard, work harder

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Download Podcast: Click and choose options: Zappos or go to the Business901 iTunes Store.

Against all odds this online business (known primarily for selling shoes in a playful and emotionally engaging ways) has revolutionized social media strategies, developed an environment which has earned it a consistent spot in the top ten of Fortune Magazine’s best places to work, created zealous fans, and attracted Amazon.com as a purchaser for more than 1.2 billion dollars. It’s time to integrate (not balance) work and fun. It’s time to benefit from the unique and effective customer employee and customer engagement techniques of Zappos!

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli has been recognized by Focus as “one of the top five Customer Service Influencers to Track in 2011.”

Is your marketing firm having this conversation with you?

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Essential concepts in the new way of thinking about marketing is that customers are always co-creators of value. It’s the way that the customer sees value, whether it’s in the physical good, or if it’s in a service or a combination of both of those and if they don’t see a benefit to them they’re not going to engage with you.

Is your marketing firm or department having this conversation with you? Are words like SD-Logic, Service Dominant, Co-Creation, Value in Use, Customer Decision Making Process, Experience Economy, etc. part of your normal marketing conversation. If not, you may need to re-consider your marketing communication efforts.

The Video is from University of Queensland Business School. With dual accreditation from the world’s two pre-eminent education accrediting bodies, and a 5 star rating for its MBA program, University of Queensland Business School is among the ranks of elite global leaders. It was the first business school in Australia to meet the high standards of the world’s most influential accrediting bodies – the US-based AACSB International and Europe’s EQUIS accreditation.

Can anyone truly understand and empathize with another?

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By leading the Americans in his audience at TEDxPSU step by step through the thought process, sociologist Sam Richards sets an extraordinary challenge: can they understand — not approve of, but understand — the motivations of an Iraqi insurgent? And by extension, can anyone truly understand and empathize with another?

This is very powerful video but my use of it is not to encourage agreement in the messages presented but instead the big picture message that Sam Richards is portraying, understanding others!

TEDTalks is a daily video podcast of the best talks and performances from the TED Conference, where the world’s leading thinkers and doers give the talk of their lives in 18 minutes.