Posts Tagged ‘Zappos’

Organizational Culture and Success: Dave Logan gives TED talk on Tribal Leadership

December 23rd, 2009 by Michael Liskin

Click here for larger video, a full transcript, discussions, and extra information. This link will be provided again at the end of this entry.

Have you ever considered the possibility that the language we use in organizations can have a direct impact on the experience of an individual worker or larger group? How many times have you seen individuals or work groups that seem to exude a culture that undermines either their own stated goals or those of the organization as a whole? In what ways do they speak of themselves, their co-workers, and the work itself, and how has this correlated with their success?

Alternatively, have you seen individuals or groups within organizations that seem to “get it?” How do they speak about themselves and others, and what culture tends to form around them and spread to other parts of a larger organization?

Tribal Leadership, written by Dave Logan, John King, and Halee Fischer-Wright, provides a framework from which to understand the various “tribes” in an organization and the cultural stages in which they reside. One of their goals is to educate leaders on how to take a tribe (or set of tribes, if in a larger organization) from one cultural stage to the next, until they align around core values and a noble cause. This is achieved both through providing specific coaching tips and through addressing how a leader and an employee can speak about themselves and others. (more…)

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Tony Hsieh of Zappos tells us about importance of customer service at Inc. Conference in DC

October 10th, 2009 by Samantha Lurey

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Another great speaker at the Inc. Conference in September was Zappos.com CEO Tony Hsieh. Tony came to talk with us about customer service. I decided to sit up straight and listen because this guy took a small-time internet company with less than $2 million in revenue to generating $1 billion (yes, with a ‘b’) in sales in less than 10 years. His main philosophy and road to success? Great customer service. Now many companies say the same thing, but here’s what makes Tony’s company different:

• All new employees – no matter what level – work in the call center and shipping docks for at least two weeks. This gives them a solid understanding of the needs of the customer.

• Zappos doesn’t spend a lot of money on direct marketing (magazine ads, billboards, etc.). Instead they put their money into the ‘wow’ factor for customers. This may take the form of free overnight shipping or other enhancements.

• The company doesn’t have restrictions on their customer service call centers. Customer service reps can talk as long as needed to ensure that the customer gets their needs met. According to Tony, the longest customer service call was over 5 hours!

• Lastly, Zappos has very easy access to customer service. The customer service hotline is on every page of their website (instead of buried at the bottom of a ‘contact us’ section) and they boast a 365-day return policy.

Way to go Tony! To learn more about Zappo’s culture and how Tony is leading the charge in customer service, check out their website.

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