Tony Hsieh, CEO of Zappos, has a simple mission: Delivering Happiness. Not only to shoe customers, but to those who buy anything from the company's growing product line, as well as Zappos' employees.
Robyn GreenspanPosted by Rod Herrera Jr.
06/23 @ 09:56 AM
06/23 @ 09:56 AM
The old employee/employer relationship is coming to an end. We are entering a new era, were employees are also stock holders and therefore their incentive is a successful organization that will provide them a secured living. NO longer will Ivy League MBA novices run corporations into the ground, promotion will be on the basis of effective leadership and positive goals. Golden parachutes must be terminated, compensation must be based on established salaries ( take it or leave it,) others promoted from within can run a corporation just as well. Sounds a little socialistic? not really, because vested interest that is contrary to corporate health will be eliminated, short term CEO will be short circuited and corporate stock will be able to perform as intended,,,to rsupport productivity. Stock will not be used as a gambling tool by those that have no interest in the corporate's goals.
Posted by David Cook
06/21 @ 10:36 PM
06/21 @ 10:36 PM
It always pays bigger dividends to invest in your employees. It does not mean you have to invest money as recognition and acknowledgement of hard work and focus to the task at hand mean as much as more. If they are good employees they can see the big picture and will learn and earn as the company grows and it will pay off in the end for the company and the employee.
Posted by Philip Sherdon
06/21 @ 08:22 AM
06/21 @ 08:22 AM
Dear Robyn
I think companies need to work harder to keep their employees. However I work independently as a consultant to hospitals that are having problems with their physical plant. I'm a engineer with thirty five years experience managing construction of hospitals. Now I work all over the world as a consultant for hospitals that have been poorly designed and built.
So I may not be the person to tell you what drives people because for me its a love for what I am doing and for a very good income doing it.
I think companies need to work harder to keep their employees. However I work independently as a consultant to hospitals that are having problems with their physical plant. I'm a engineer with thirty five years experience managing construction of hospitals. Now I work all over the world as a consultant for hospitals that have been poorly designed and built.
So I may not be the person to tell you what drives people because for me its a love for what I am doing and for a very good income doing it.
Posted by Angel Rampy
06/20 @ 12:53 PM
06/20 @ 12:53 PM
As a business coach, I am delighted to see the emphasis on 'corporate values' instead of 'financial values' as a motivating factor in employees engagement.
Hopefully companies are also providing employees tools to define their own values. Being clear about your own values and the company values is an essential alignment for sustaining motivation.
Hopefully companies are also providing employees tools to define their own values. Being clear about your own values and the company values is an essential alignment for sustaining motivation.
Posted by bruce christie
06/20 @ 09:49 AM
06/20 @ 09:49 AM
I found the list of core values to be very much like our own, but one thing popped out. We are a medical device startup company, and the one thing we could do better on that list is "pursue growth" on an individual employee basis. Part of this thinking is that we're pushing for an exit, and don't expect to be around for a long time, but I don't think that justifies putting career development on hold.
I'm curious as to whether others in start-up companies have similar thoughts.
I'm curious as to whether others in start-up companies have similar thoughts.
Posted by John Haddock
06/20 @ 08:07 AM
06/20 @ 08:07 AM
Money is a seducer - a tangible way of affirming self-worth. But it's a poor method of providing day-to-day motivation and happiness. Doing a job you enjoy and are good at, with colleagues you like and respect, and in a supportive work environment makes it hard to leave.
Smart employers know that culture trumps money as long as the money is reasonable.
Smart employers know that culture trumps money as long as the money is reasonable.
Posted by Lee Alexander
06/16 @ 10:11 PM
06/16 @ 10:11 PM
I encounter many organisations that measure NPS. only the best measure it internally as well as externally. NPS is an outcome of internal change - to promote customer advocacy you have to look both inwardly and outwardly in equal measure.
Performance of your people directly impact customer satisfaction, loyalty and advocacy, to this end culture and employee well-being are critical factors.
I applaud Hsieh and his approach - large companies need to be nimble enough to act in similar fashion. Size is not important here.
Performance of your people directly impact customer satisfaction, loyalty and advocacy, to this end culture and employee well-being are critical factors.
I applaud Hsieh and his approach - large companies need to be nimble enough to act in similar fashion. Size is not important here.
Posted by Ray Sluk
06/15 @ 07:12 PM
06/15 @ 07:12 PM
Ask anyone at FedEx and you will find that the foundation of their success is:
People - take care of your employees they will
Service - take care of the customers who will
Profit - take care of the success of the business
It all starts with how you treat your employees.
People - take care of your employees they will
Service - take care of the customers who will
Profit - take care of the success of the business
It all starts with how you treat your employees.
Posted by awong
06/15 @ 05:42 PM
06/15 @ 05:42 PM
The issue is that you don't have to trade-off between shareholders, suppliers, customers, and employees; it is a sequential issue.
If your employees are satisfied, then they will focus on satisfying the customers, instead of being distracted by various internal issues. Satisfied customers buy products and services, pay their bills, and foster a virtuous cycle of repeat and referral business. Cash flow from satisfied customers enable the company to pay suppliers and provide profits/dividends to shareholders.
You can satisfy shareholders ahead of employees and customers, but this is very short term strategy. If all you care about is the current quarter, then you can't complain when a couple of quarters later things start to slide downhill.
If your employees are satisfied, then they will focus on satisfying the customers, instead of being distracted by various internal issues. Satisfied customers buy products and services, pay their bills, and foster a virtuous cycle of repeat and referral business. Cash flow from satisfied customers enable the company to pay suppliers and provide profits/dividends to shareholders.
You can satisfy shareholders ahead of employees and customers, but this is very short term strategy. If all you care about is the current quarter, then you can't complain when a couple of quarters later things start to slide downhill.
Posted by Roxy Vogt
06/15 @ 10:19 AM
06/15 @ 10:19 AM
Zappos has it right. If you can get employees wanting to come to work everyday and enjoying what they do, you cracked the nut. Happy employees perform because they believe in the company and don't want it to change. They will stay if they see they are happy and being fulfilled.
Posted by Eva Jenkins
06/15 @ 07:47 AM
06/15 @ 07:47 AM
The ULTIMATE goal of any company is creating Customer Loyalty by providing consistent and excellent customer service. And, how do you provide excellent and consistent great service? By developing an engaged workforce which is an important avenue to creating customers for life and continuous profit growth.
The "quality" of customer service matters just as much as it's products or services or anything else a company may offer.
This type of "culture" must be created from Top Down by CEO's who understand and care about more than just the bottom line.
In this day and age, competition can come from anywhere in the world.
The "quality" of customer service matters just as much as it's products or services or anything else a company may offer.
This type of "culture" must be created from Top Down by CEO's who understand and care about more than just the bottom line.
In this day and age, competition can come from anywhere in the world.
Posted by SERGIO FALCON
06/15 @ 07:38 AM
06/15 @ 07:38 AM
VERY GOOD ARTICLE. I would like to see added to the 10 core values, that the company be also focused on deliver high quality products (WOW on the products they sell) and be committed to generate good financial results to the Company, keeping in place that "fantastic spirit". The good service spirit/ culture implemented by Hsieh is a high differentiation to attract and retain Customers, but behind it there is a "physical product".
Congratulations to Hsieh to pursue Service Customer Satisfaction!!!
Congratulations to Hsieh to pursue Service Customer Satisfaction!!!
Posted by juan miguel dominguez
06/15 @ 05:44 AM
06/15 @ 05:44 AM
(Other means, for the time being, "in transition")
I tend to agree, generally speaking, with everything above, but don't forget a company activity is a game of give and take among the four cardinal points: shareholders and employees (north and south) and suppliers and customers (west and east).
All four cardinal points have to be satisfied, delighted, ... and need to get their money/value otherwise the long term survival of the company is threatened. Depending on the moment situation the company will be giving more or less to each of them but, in the long run, all them have to be rewarded "accordingly".
Regards
I tend to agree, generally speaking, with everything above, but don't forget a company activity is a game of give and take among the four cardinal points: shareholders and employees (north and south) and suppliers and customers (west and east).
All four cardinal points have to be satisfied, delighted, ... and need to get their money/value otherwise the long term survival of the company is threatened. Depending on the moment situation the company will be giving more or less to each of them but, in the long run, all them have to be rewarded "accordingly".
Regards
Posted by Rajesh Mittal
06/15 @ 03:25 AM
06/15 @ 03:25 AM
If the company puts its people before numbers,it achieves sustained success
Posted by Prof P.K.Keshap
06/14 @ 10:57 PM
06/14 @ 10:57 PM
I appreciate your core values and shall imbibe in my core values to achieve my dream. At present, I am chasing my dream which is likely to be fulfilled very shortly.
Posted by Shelley Reig
06/14 @ 06:03 PM
06/14 @ 06:03 PM
Unfortunately wallstreet dictates profits no matter how you get them. This drives CEO's to make short term decisions verses looking at the long term with employees and customers.
Posted by Santosh
06/14 @ 04:46 PM
06/14 @ 04:46 PM
I was fortunate to be associated with an great company for 10 years in India. During the 10 years, I have never seen an executive asked to leave the company on account of profitability issues, but I have seen Managers who could not keep satisfied customers or employees being shown the door. The company is one of the most profitable and innovative in the entire category across the world. The company is Asian Paints and it proves that sustainable company can be created by the combination of satisfied customers and employees.
Posted by awong
06/14 @ 03:57 PM
06/14 @ 03:57 PM
Subject: What makes a successful company – the pursuit of profits or the pursuit of customer and organizational “happiness”?
Profits are merely the score. If you don't have satisfied customers, your invoices don't get paid and/or your products don't get bought. If you don't want to be a bottom price commodity seller, then service, however you want to define it, is everything. And it takes satisfied employees to deliver that level of service.
Profits are merely the score. If you don't have satisfied customers, your invoices don't get paid and/or your products don't get bought. If you don't want to be a bottom price commodity seller, then service, however you want to define it, is everything. And it takes satisfied employees to deliver that level of service.
Posted by Darwin MacKew
06/14 @ 02:52 PM
06/14 @ 02:52 PM
Happiness for Customers and Employees is paramount. When employees are happy with their employer and job I believe they exude confidence and goodwill. When customers or suppliers are happy with their experiences with a company they speak well and try to maintain the relationship.
Posted by Sachin Agarwal
06/14 @ 02:51 PM
06/14 @ 02:51 PM
I have a few comments to this:
- Delivering WOW is not sustainable: When you deliver wow the first time, it works. As it does the second time. The third time, the customer expects wow and then you're merely meeting expectations.
- That said, customer focus is paramount: You have to understand the customer segments you are targeting (you can't stay in business by pleasing everyone) and what their needs are - then build your business to deliver that. When companies starting cutting corners (American Airlines cutting one olive from the salad), they start cutting customers.
- The most sustainable way of delivering a consistently good customer experience is having happy employees. Values number 2-7 above all contribute to this and are spot on.
Sachin
-
- Delivering WOW is not sustainable: When you deliver wow the first time, it works. As it does the second time. The third time, the customer expects wow and then you're merely meeting expectations.
- That said, customer focus is paramount: You have to understand the customer segments you are targeting (you can't stay in business by pleasing everyone) and what their needs are - then build your business to deliver that. When companies starting cutting corners (American Airlines cutting one olive from the salad), they start cutting customers.
- The most sustainable way of delivering a consistently good customer experience is having happy employees. Values number 2-7 above all contribute to this and are spot on.
Sachin
-
Posted by Richard DAVILA
06/14 @ 02:48 PM
06/14 @ 02:48 PM
This chapter went from, "What makes a successful company" to How to generate or increase profits?, if you will.
Though in college and through out our first days in Corporate America, we are taught about the "botton line" (profits), that is not the entire formula to, "what makes a successful company"
To have a business or (successful company), you must have a customer base. A satisfied customer base no matter if you are offering a service or a product! But even before that, you need a streamline of qualified, statisfied employees! Don't forget you need a great innovative product or service also.
Don't forget "the little guy", (employees) and your guarantee of satisfaction to your customers.
Though in college and through out our first days in Corporate America, we are taught about the "botton line" (profits), that is not the entire formula to, "what makes a successful company"
To have a business or (successful company), you must have a customer base. A satisfied customer base no matter if you are offering a service or a product! But even before that, you need a streamline of qualified, statisfied employees! Don't forget you need a great innovative product or service also.
Don't forget "the little guy", (employees) and your guarantee of satisfaction to your customers.
Posted by Lou Petto
06/14 @ 02:39 PM
06/14 @ 02:39 PM
I manage a small IT Staffing firm. Any service, no matter what, should yield to the needs and desires of the customer. But if management ( in my case... me) needs to control or oversee service then controlling the controllable is key. So I would say the smaller company which is often more flexible can manage to make greater differences with a decision makers asking for such service.
I've come to learn that not only are people happier to buy then be sold, they expect to be treated with some real purpose/passion and true concern as to results no matter how small say a grievance or concern is over the service. If you can do this well over time then when there is a BIG grievance or concern you will likely still maintain the business. Because nobody is perfect nor any product. Ultimately you are understood as caring about what you do so as to make someone happy.
I've come to learn that not only are people happier to buy then be sold, they expect to be treated with some real purpose/passion and true concern as to results no matter how small say a grievance or concern is over the service. If you can do this well over time then when there is a BIG grievance or concern you will likely still maintain the business. Because nobody is perfect nor any product. Ultimately you are understood as caring about what you do so as to make someone happy.
Posted by Yechiel Leiter
06/14 @ 02:29 PM
06/14 @ 02:29 PM
The question was "What makes a successful company – the pursuit of profits or the pursuit of customer and organizational “happiness”? "
I do not think there is an "OR" here. The route to long-term profitability is through satisfied customers and happy employees. Unsatisfied customers go elswhere and this hurts your bottom line. Unhappy employees are inefficient and hurt your customer relations leading to unsatidfied customers (see above).
I think management's job is to strike a balance among all these factors. Norton and Kaplan's Balanced Scorecard is one tool that can help here.
I do not think there is an "OR" here. The route to long-term profitability is through satisfied customers and happy employees. Unsatisfied customers go elswhere and this hurts your bottom line. Unhappy employees are inefficient and hurt your customer relations leading to unsatidfied customers (see above).
I think management's job is to strike a balance among all these factors. Norton and Kaplan's Balanced Scorecard is one tool that can help here.
Posted by LME
06/14 @ 01:35 PM
06/14 @ 01:35 PM
Providing that superior service can be the catalyst to profitability....
http://www.examiner.com/workplace-issues-in-national/superior-customer-service-this-time-next-time-every-time
http://www.examiner.com/workplace-issues-in-national/superior-customer-service-this-time-next-time-every-time
Posted by Ray Anthony
06/14 @ 01:33 PM
06/14 @ 01:33 PM
Get my book, "F-A-S-T FORWARD... AND STEP ON IT! INNOVATION AND CHANGE IN A WORLD DESPERATE FOR IT!"
Lessons learned from and about six-figure leadership and executive career management
