The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
the amount of money that was collected; they were given based on how many “thank you” cards her agents sent out. This is harder than it sounds. Sending out a card thanking someone for the time they spent talking on the phone requires a few things. First, Harbridge had to hire people who believed what she believed. She had to hire good fits. If her
... See moreSimon Sinek • Start with Why: How Great Leaders Inspire Everyone to Take Action
But a lot of employees who would perform don’t, largely because nobody has ever defined what they’re supposed to be doing, taken the time to explain why, and provided enough initial and ongoing training so they’re able to perform if
Dan Kennedy • No B.S. Ruthless Management of People and Profits: No Holds Barred, Kick Butt, Take-No-Prisoners Guide to Really Getting Rich
Our culture is four things: customer obsession instead of competitor obsession; willingness to think long term, with a longer investment horizon than most of our peers; eagerness to invent, which of course goes hand in hand with failure; and then, finally, taking professional pride in operational excellence.
Colin Bryar • Working Backwards: Insights, Stories, and Secrets from Inside Amazon
If those outside the megaphone share your WHY and if you are able to clearly communicate that belief in everything you say and do, trust emerges and value is perceived. When that happens, loyal buyers will always rationalize the premium they pay or the inconvenience they suffer to get that feeling. To them, the sacrifice of time or money is worth i
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