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Jamie Notter

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Seeing Systems (Culture 401 Series)

Jamie Notter

In it, he tells the story of a manager at a nearby financial services company that was at the Menlo offices getting a training on Menlo’s approach to leadership. What’s really interesting is that the financial services manager simply couldn’t accept their answer. They struggled as well (the customer? the process?),

System 167
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Strategy Innovation

Jamie Notter

friendly, authentic customer service and speed of airplane turnaround). Here’s where you identify areas where customers have been forced to compromise by an industry that is unwilling to make the hard choices (e.g., Which factors should be created that the industry has never offered?

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Every Culture Has A Base

Jamie Notter

Culture uber-cool-kid Zappos, for example, has built a culture that is 100% focused on customer service. Their #1 core value is "Deliver WOW through service." The top layer of your culture should be focused on your strategy and business model. They chose that value because it directly drives their success.

Course 70
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Everyone Should Know What’s Valued

Jamie Notter

I think everyone knows that Zappos and CEO Tony Hsieh (pronounced “shay” I am told) are frequently held up as role models when it comes to leadership, customer service, strong organizational culture, etc. Zappos made the conscious decision that they would be known, above all else, for outstanding customer service.

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Time Is Running Out

Jamie Notter

We support Operation Second Chance, a nonprofit that provides support and services to wounded service men and women recovering at Walter Reed. I leave Wednesday afternoon for Ride Allegheny, so you are just about out of time to make a donation to support our cause. This video says it all: DONATE NOW!!!

Video 70
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Introducing WorkXO Solutions

Jamie Notter

It’s just an offshoot of WorkXO—we created it as a separate company to house the consulting services that we’ve been developing around the Genome. Today Maddie and I are announcing WorkXO Solutions (among a few other things).

eBook 128
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Book Review: Delivering Happiness

Jamie Notter

It turns out that in the case of Zappos, the sweet spot for doing that is customer service. Hsieh figured out early on that if you’re selling shoes online, then delivering what he called the “WOW” through customer service was going to be a primary driver of success of the company.

Review 70