Sunday, 10 January 2010

Company Culture & Customer Experience

Zappos quirky, fun-orientated culture is the internal reflection of (and reason for?) its legendary customer experience qualities. I have referenced this before - they really have turned customer relationship and experience management into a major differentiator as they have integrated it into the fabric of who they are as a company.

For a while now, Zappos has offered tours of its Las Vegas headquarters. 16 times a week, groups can visit and get an understanding of how they are set up and how they operate. Going a step further, they have now packaged their approach into a set of services that other companies can buy. For example you can now purchase a seminar for 4,000 USD per person on how to recreate the essence of its corporate culture... They have further recently launched Zappos Insights, a website which proposes management videos and tips on creating a similar corporate culture from Zappos employees at a cost of 39.95 USD a month. The subscription offers:
"A comprehensive source of in-depth information, including video interviews with senior management of where we answer all of your questions and allow others to capitalize on what we've learned as we've grown from $0 in 1999 to around $1B in gross merchandise sales in 2008.

We are constantly asked for input and ideas to help many companies (or divisions within companies) get to the next level. Over time, we've found that many business leaders have the same (or very similar questions). We figured this could be a great way to share our learnings, and also allow your peer network to learn from questions others may have.

With so many management consulting firms charging such high rates, we wanted to come up with something that's available to all businesses".

More here...