Developing a winning Culture the Zappos way!

My guest on the podcast Joseph Michelli takes you through the Zappos company culture now and maybe 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:

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

 

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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.”

Related Information:
What is your iCustomer Level?
Does the Customer Experience mimic the Employee Experience?
When Efficiencies and Innovation no longer work, is Customer Centricity the answer?
Job-Centric Innovation is Rethinking Customer Needs

Play is nature's learning engine…

…says games researcher and author Aaron Dignan. In other words, we're hardwired to enjoy games - they're addictive, skill-building, and satisfying. So the question is: How can we integrate game concepts into our work lives to help us push ideas forward? In this talk, Dignan walks through the principles of creating a great game and suggests ways that we might use them to overcome email exhaustion, spice up workaday meetings, and more.

Aaron Dignan: How to Use Games to Excel at Life and Work from 99% on Vimeo.

Aaron Dignan dressed up like a superhero for 180 straight days of the first grade, which marked the beginning of his life as an iconoclast, observer, theorist, and performer. Now, as a founding partner of the digital strategy firm Undercurrent and based in New York, he advises global brands and complex organizations like GE, PepsiCo, Ford, and Estée Lauder on their future in an increasingly technophilic world. Aaron's first book, Game Frame: Using Games as a Strategy for Success, was released on March 8th, 2011.

Links:
www.gameframers.com
www.undercurrent.com
@aarondignan
http://the99percent.com/

Related Posts:
Is Zappos the Next Toyota?
Does the Customer Experience mimic the Employee Experience?
When Efficiencies and Innovation no longer work, is Customer Centricity the answer?
Job-Centric Innovation is Rethinking Customer Needs

What to do with foursquare!

One million new users per month. Twenty-three check-ins per second. Millions of people—in every city, in every country, on every continent, and even from the Space Station—are vying to become mayors of their favorite shopping locations. What is foursquare and why has it become the hottest customer magnet ever conceived? Internationally bestselling author Carmine Gallo not only has had unprecedented first-hand access to foursquare’s founders, he also has interviewed dozens of business owners and marketers who have revolutionized their businesses through The Power of foursquare: 7 Innovative Ways to Get Your Customers to Check In Wherever They Are.

Watch the slideshow as you listen to the podcast!

The Power of foursquare: 7 Innovative Ways to Get Your Customers to Check In Wherever They Are

View more presentations from Carmine Gallo

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About: CARMINE GALLO is the communications coach for the world's most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo has addressed executives at Intel, Cisco, Google, Medtronic, Pfizer, and many others. Gallo writes My Communications Coach, a regular column for Forbes.com. He has written several internationally bestselling and award-winning books, including The Innovation Secrets of Steve Jobs and The Presentation Secrets of Steve Jobs.  Carmine Gallo may be found online at www.carminegallo.com.

Related Information:
Carmine Gallo's Books
Developing a winning Culture the Zappos way!
Spontaneous Marks help you think – Doodling
Five Secrets of Finding Clients