![]() ![]() ![]() That is because employees want to be happy at work. The Truly Human Culture Playbook shows companies how to continually deliver happiness to their employees. You won’t have happy customers without first having happy employees because the way you make your employees feel impacts how your customers feel. You can’t have a great customer experience without first having a great employee experience. One thing Tony got right was the fact that customer service or experience leans heavily on employee service or experience. Tony Hsieh attributed the success of Zappos to commitment and investment of time, money, and resources in three key result areas:Īll their commitment and investment into customer service and company culture resulted in them hitting their $1 billion revenue, two years ahead of the projected 2011 goal. I did the same thing with Apple, Google, Barry-Wehmiller, Amazon, and Strategic Coach. ![]() From then on when I study companies, I focus on the dynamics of their culture. When I got to know about Zappos in 2011 and after reading Tony Hsieh book, Delivering Happiness, I fell in love with the culture. “We thought that if we got the culture right, then building our brand to be about the very best customer service would happen naturally on its own.” Tony Hsieh ![]()
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