an overly hard focus on the organization’s mission has the potential of overshadowing other important aspects of the company, namely, competitiveness.
The fundamentals of customer centricity An organization that is able to adopt this approach on a consistent basis across all its levels is said to have a customer-centric company culture. Examples of such organizations include Amazon and Zappos. All that being said, you might still be wondering...
Zappos:AnOrganizationDesignedtoDeliverHappiness •Zappos:Successthroughcustomerservice ➢Customerserviceallin-house➢Noscriptsortimedcalls •FlatOrganizationalStructure=Flexibility ➢Jobrotation=trainedtalent➢4weeksoforientationtraining ❖Including2weeksoncustomerservicephones.11–3 EXHIBIT11.1 Zappos’Core...
Or, the Zappos employee ordering a bouquet of flowers for a customer who had a medical condition affecting her feet? No one told these employees to act as they did—they simply delivered exceptional service in accordance with their respective employer’s values. An organizat...
“We formalize the definition of our culture into…10 core values at Zappos. And one of the really interesting things I found from the research is that it actually doesn’t matter what your values are, what matters is that you have them and that you align the organization around them. And...
For example, the prevailing values of the people in the geographic location where the company is based can filter into the organization. So do the values of the executives, managers and workers. Hiring practices and workplace expectations and habits similarly shape an organization's culture -- fo...
“Culture eats strategy for breakfast.” These words, often attributed to Peter Drucker, are frequently quoted by people who see culture at the heart of all great companies. Those same folks like to cite the likes of Southwest Airlines, Nordstrom, and Zappos, whose leaders point to their compa...
senior leadership actions created a culture of greed that encouraged unethical behavior at all levels. In contrast, Zappos has become renowned for its ethical culture. Readers will learn the importance of alignment between culture and core values as well as how to assess whether an organization’s...
Example: Zappos breaks down silos by empowering every employee to deliver exceptional customer service, regardless of department. Short-Term Focus Barrier: Focusing solely on quarterly results can undermine long-term customer relationships. Solution: Balance short-term targets with long-term customer loyal...
Certainly it is a sign of Cultural Icon status when a staid organization likeNational Public Radiodoes one of your hit songs. Such is the status ofLady Gaga’shit song “Telephone”. This evening, Monday,Bill O’Reillyadmitted that he is also a Gaga fan while a day before on CBS 60 Min...