culture first - a successful organization's "secret" formula
TRANSCRIPT
THE SUM OF ALL EXPERIENCES A CONSUMER HAS WITH A SUPPLIER OF GOODS OR SERVICES, OVER THE DURATION OF THEIR RELATIONSHIP WITH THAT SUPPLIER.
http://en.wikipedia.org/wiki/Customer_experience
cus·tom·er ex·pe·ri·ence
THE SUM OF ALL EXPERIENCES AN EMPLOYEE HAS WITH A COMPANY, OVER THE DURATION OF THEIR RELATIONSHIP WITH THAT COMPANY.
http://en.wikipedia.org/wiki/Customer_experience
em·ploy·ee ex·pe·ri·ence
Vision
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Mission Critical Applications In the Cloud
Supported By The Industry’s Best Team.
Status of Value Refresh Process
Culture is Based Values are Determined By:
100%
On Values
Co-Workers
Leadership
Our Process Focused On:
What Particular Behaviors and Skills Do we Value in our Colleagues
HOW WE DEFINED OUR VALUES
4 Cross Functional Teams Goal was to Answer the
Following:
What Particular Behaviors and Skills Do We
Value in Our Colleagues?
Results Presented to Culture Committee
5 Themes Emerged / Multiple Statements Developed
Company Survey Sent for Feedback
18
6 MONTH JOURNEY
• 2 shots of Vision and
Values
• Splash of Beacon & Value
Prop
• Equal parts Tactical and
Strategic Process –
Zingerman’s and Zappos
• Shake rigorously with
investments in people
• Serve Outside - In
32
HOSTING’ S KOOL-AID
KEY TAKE AWAY POINTS
• Quality is commoditized, Info Democratized, Customers & Employees are empowered –C&EX is the difference
• Vision is where you are going, Values are how you get there
• Find the right problems to solve
• You can’t drive results, Behaviors drive results
• The seeds of a Service Culture will yield Intrapreneurs
• Be experience driven – customers and employees remember the experience
QUESTIONS - CONTACT INFO
• View the on-demand webinar here.
• Joel Daly– HOSTING COO