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yourself to celebrating your culture and communicating those values across
the entire organization each and every day, consistently.
CHECKOUT
1. Communicate a bold vision. Commit to outperforming your competitors in the
area of customer service with each and every conversation and transaction.
Communicate this vision consistently to your team. Consider aspirational visions
like “enriching lives” or, as in the case of Zappos, to “deliver happiness.” The
vision you set will put forces in motion, but the quality of the vision will
ultimately decide your success.
2. Visit a Lush store, or place a phone order with Zappos. Notice how every
employee lives the brand’s culture and values. Better yet, schedule an in-person
tour of the Zappos headquarters next time you are in Henderson, Nevada. They
welcome visitors!
3. Hold regular meetings to reinforce your company values. Quarterly meetings are
not enough. AT&T Retail holds training sessions once a week. The Ritz-Carlton
holds meetings for each department every single day. Managers in Apple Stores
are reinforcing the brand’s principles every shift as well. Providing superior
customer service requires constant reinforcement and modeling from the top.
