Archive for the ‘corporate culture’ Tag

Are You Focused on the Transaction or the Experience (part 1)

With the economic downturn taking a toll on retailers one has to wonder what is going the be the differentiating factor for the survivors.  With people spending less across all retail channels, I heard a pundit on a financial network say last week that retailers were going to focus on taking market share away from competitors.  That sound good on paper but how exactly does one do that.

The vast majority of retailers will be going for the wallet with margin-crushing discounts and deals.  While this may be good for customers (clearly a buyer’s market), it will not be sustainable unless you are a retailer with deep pockets and those are few and far between.  The other approach would be for a retailer to leverage their experiential benefits.  Unfortunately, this approach is not something you can just whip up in time for the holidays.  If you have not been growing your customer base through great experiences, you are not going to be able to take this approach this time around.  That said, you may want to consider making changes now.

In retail, the experience your customers receive is a reflection of your organization’s culture.  An open culture that encourages, rewards and acts upon bottom-up and outside-in feedback is one that fosters engagement at all levels.  Engagement with the organization by your customer-facing people leads to engagement with the customer and that lays the groundwork for delivering great experiences.

I don’t mean to over simplify the idea of an open culture.  If your organization isn’t structured this way, you can simply mandate it.  Getting there requires real leadership, considerable effort and a willingness and ability to dedicate resources to the goal.

As the title suggests, I’m planning a series of posts on this topic.  In my next post, I’ll offer some suggestions on how to build an Open Culture and how to leverage it once you get there.

Advertisements

Little Things That Make Your Company More Human

zappos.jpgzappos.jpg

zappos.jpg

There’s been quite a bit of buzz about Zappos.com this week. The story goes something like this:

  • A woman buys shoes from Zappos for her elderly mom.
  • Five pairs were to be sent back, but in the aftermath of mom being hospitalized and subsequently passing away, she forgets about sending them.
  • Zappos sends e-mail asking about the shoes and the woman replies telling them about the situation.

This is where it get’s interesting….

  • Zappos arranges for UPS to do a pickup at the woman’s home.
  • Zappos sends the woman flowers.
  • Woman blogs about it telling people to buy from Zappos.
  • The story gets picked up and shared all over the place.

This was not something that Zappos planned for PR purposes. It is likely not something that they do by policy either, but through the kindness of the people that work at Zappos, positive PR was generated and new customers were made.

What kind of culture does your company have? Do you have rules and procedures at your company that would discourage this type of action or do you encourage your employees to show the human side of your company?

  • Recognition

    Alltop, all the cool kids (and me)

    Top Customer Service Blog
    Online MBA Rankings
  • Recent Comments

    Russell Rudick on The End of the Music Stor…
    86Lucio on $2000 a Year
    Una on $2000 a Year
    Customer Code of Con… on How to Poorly Represent for Yo…
  • Top 10 Posts

  • Amazon Apple Best Buy Blogging Brand Engagement Brand Management Circuit City Co-Creation Content Conversations Customer Experience Customer Made Digital Home Disruption Entertainment Experience Economy Gaming Generation C (ontent) Global Connectivity Greatest Hits Innovation Lifestyle & Leisure Loyalty Marketing & Advertising Microsoft MP3 orthodoxies Power to the Pocket Retail Retail Close to the Customer SecondLife Sensors Services Simplicity Social Media Social Networks Sony Techno Wars Telecom The New Media This Changes Everything Uncategorized Virtual Life Wi-Life Youth
  • RSS Archive Favorites

  • Where Are You?

    Locations of visitors to this page
  • Archives

  • Next-Up