What type of Question is that? - well Zappos.com has focused on delivering happiness to customers, suppliers and employees alike to grow from $ 0 to over $ 1 Billion dollars plus in sales - in a period of less than 10 years !
zappo.scom delivering happiness book, written by Zappos CEO Tony Hsieh , charts the journey of Zappos and it's adoption of "actionable and emotional based core values".
Deploying emotional intelligence within a business context by engineering and weaving "Wow-ness" into every customer, employee and supplier touch point. With this approach zappos.com have been able to create such phenomenal growth. They have charted new waters and navigated through these, over the years, thanks to their core emotional values that energize and enthuse their tribe of stakeholders. This has allowed Zappos to continue to further develop and improve every aspect of their business that guarantees the delivery of further happiness, and an ever increasing phenomenal impact on the bottom line too.
The core themes that I took away from this book:
1. Construct, capture & share actionable key core values that build WOW!
2. Recruit people who are passionate about what you do
3. Build mechanisms to test if new recruits are in for the money
4. Improve processes that benefit stakeholders in line with wow factors
5. Build mechanisms of work development & progression giving employee choices
6. Care for your employees! work environment and outside activities, investment?
7. Remember you are building a "movement" - how different will you make yourself?
8. ID your emotional, functional, transactional value add, do you know it?
9. keep your employees biz thinking sharp: zappos has library of popular books
10 Your stakeholders count too - build a win-win for all concerned.
"going the extra-mile to build a smile" - with everyone your organisation comes in contact with appears to be the bottom line of this book.
The scientific evidence behind the happiness strategy!
Rewards, Happiness, Motivation and Company Culture? You have to get down to the conscious and sub-conscious. Luckily there is a whole field of scientific discovery through psychology focused specifically on the area of happiness. Check out the video below. Enjoy ;-)
Book Bonus Bits...
website for book...
http://www.deliveringhappinessbook.com/
book resources...
http://www.deliveringhappinessbook.com/resources/happiness-studies-and-articles/
Insights on zappos culture...
http://www.zapposinsights.com/main/
Zappos culture book (free)...
http://www.zapposinsights.com/main/culture-book/
Other Related books I have read tha corroborates what this book says and enhances the field and approach to delivering and building happiness into what you do.
Is your customer service shaped around delivering happiness?
Posted by William Doust at 06:06 Labels: branding, change, collaboration, eq, happiness, organisational culture, productivity, supply chain, wellbeing
stories:perception, values, behaviour and strategy
Posted by William Doust at 15:33 Labels: branding, business, charities, charity, charity nonprofit, competitive advantage, differentiation, loyalty, marketing, non-profit, strategyI've listened to wonderful heart warming stories - and these contain shorcuts to building strategies and shaping behaviour
I feel that I have been blessed to have the opportunity to work front-line supporting the wonderful charities I came in contact with in my role at campaign for learning. Currently working in London & South East has seen me support my charity chums face-to-face, on skype and on the phone.
The stories I hear so clearly represent the caring values that have become invisible to these organisations, because it is not scripted or rehearsed! - it comes straight from the heart! So my role is to listen and raise a mirror so they can see the building blocks behind their stories that make them so, so unique. Have you seen what lives behind your charity's or group's story? Yes, no?
From this starting point we can build a foundation and uncover vision, mission, strategy and values. You really do need these strong building blocks, because they will shape your choices, your behaviour and everthing you do as an organisation. Once documented and communicated it helps staff and service users see what you are all about. In fact, why not ask your service users if what you think of yourself - is what they think of you? - as they say, your brand is not what you say it is, it is what your publics say it is!
Here are a couple of fantastic free reads - check them out and let me know what you think! - I would love to hear from you...
Story Telling & Story Selling
Talking Strategy & stories
Resources
talking strategy diigo anotated link (access to free PDF)
http://www.diigo.com/04yo8
telling stories, selling stories diigo annotated link (access to free PDF)
http://www.diigo.com/04ypb
Amazon related & useful books (my associates links)
Crowdsourcing with the arts council artjobs mailing list
Posted by William Doust at 18:11 Labels: arts, arts council, arts jobs, brand building, branding, building audience, co-creation, collaboration, community building, compelling content, crowd sourcing, gorillas, visual, wow factorThis post is dedicated to Julian Miller from the Gorilla Organization
I met Jilllian at the Third Sector PR and Communications network event in London Last Thursday 19th of Feb. Someone was asking about the impact of working with bloggers, and what was the ratio of effort and related outcome/benefit of engaging. The question was posed by someone who worked in PR/Comms. As an evangelist and fan of virtual volunteer and philanthropist collaboration with artists and creatives I mentioned that getting people involved - crowd sourcing gave positive results.
I met Jillian at the pub bar when she heard me asking the bar maid to tease a Colombian from Cali to mention the word "Barranquilla". She heard the rolled 'r' and repeated it back to me which got the conversation going. Jillian's organization, gorillas, works to help to ensure the well being of gorillas. in Congo. If you can adopt a gorilla and donate.
How the arts council artsjob mailing list can help you connect and co-develop great visual communications
Whilst doing my usual volunteering - prior to working in the sector, I assisted Survivors of Depression in Transition to reach out and transform the group's creative writing into a calendar.
The power of the group's words were re-interpreted into corresponding images by volunteer artists. The result was a fantastic calendar that was laid out, digitally printed, and sold at the venue - Sheffield's winter gardens. In addition the artists were asked if they wished to donate their artwork as originals or digital prints, to help the charity fund-raise. They did. Their artwork was also exhibited nest to the poetry. This happened in the last quarter of 2007.
You too can get artists to help your charity and help them too - here's the sweet recipe
1. go to the arts council website
2. subscribe to the arts council arts job mailing list
3. check out the postings relating to requests for volunteering
4. get a feel for how briefs/appeals are put together
5. write a brief
6. send it out and be ready to receive ;o)
Things to think about (brief, managing artists,managing contributions/content)
- are the contributions going to end in print or just on the web? - this has an impact on resolution and dimensions.
- have you told your contributors explicitly enough that you want them to donate their work?
- can you get a written ok from contributors to continue printing their work - to help you with fundraising after the event? - if you choose to.
- have you thought about the fact that you could make that content more flexible and redeploy it in printing on demand products? (no sunk costs, see article here)
- have you thought about getting an agreement with the artists so that you can use their work in things such as mugs, mouse pads, umbrellas, t-shirts? (printing on demand)
- have you thought about showcasing your artists/contributors in your publications/website? - they have given their time to make a difference!
- are you going to ask them for samples of their work to see if it fits with your values or will you visit their portfolios online?
- will they send you a low-rez version (if the project is visual) and did you make sure they were aware of final dimensions and resolution?
- have you got a friendly printer that will do digital printing and low runs? - if you choose not to go with printing on demand.
- have you got colleagues who will help you decide which donated work you will include
- has the brief included a short and sweet backgrounder that links to the collaborators values , appeals to their philanthropist values and also demonstrates how they will benefit too?
I leave you with a quick video I prepared for you that has been sped up to quickly show the calendar that was made for Survivors of Depression in Transition.
Crowdsourcing and Arts Council Arts Job mailing list from william doust on Vimeo.
This is a video showing a calendar that was developed thanks to the collaboration of virtual volunteers who were recruited via England's arts council jobs mailing list.
All of the fab artwork was printed onto a calendar that was sold during mental health week in 2007. The artwork was exhibited and auctioned in Sheffield's contemporary winter gardens - right next to the city's gallery and creative industries.
Thanks to all those who participated.
Branding: looking to make a difference, not just sell
Posted by William Doust at 09:35 Labels: brand building, branding, caring, community, engagement, happiness, personal development, wom, womm, word of mouth, word of mouth marketingDifferentiate your organisation through goodness! - be a brand that truly cares!!!
I recently finished reading - i'm with the brand, by Rob Walker (wikipedia profile) who examined how we weave consumerist artifacts into the narrative that externally describes our unique identity, and how these brand interactions create that tension between individuality and belonging. Very fabulous reading, specially when Rob looks deeper at 'fringe' brands who explore greater meaning with us as individuals! The books shows how informatively thinking fringe 'brands' integrate themselves into our lives, by connecting to our passions - via events, eZines, and other ways of creating genuine conversations.
I have heard of individuals in the third-sector receiving consultant services from commercial pundits who are in the old school of "push marketing" (wikipedia) or as Seth Godin (wikipedia profile) would say, interruption based marketing. In a previous post I presented the mounting evidence on the accumulation of user generated opinion that is challenging the advertising model.
More than ever we need to keep a clear conversation and dialogue with our service users to sign post, energize and facilitate their personal transformations. Removing barriers and opening opportunities - This can only really happen through clarity and stewardship, because we are here to serve the needs of our communities we represent. By becoming enablers, we strengthen a rippling effect that scatters throughout our emotional connections and conversations.
We therefore need to fearlessly let our genuine voices cut through the marketing clutter and business speak - like in the call to arms so well presented in the clue train manifesto.
This can only lead to truly focusing on a nonprofit business model that nurtures happiness and well being. Our impetus has to be heart centred commitment, and to paraphrase Tim Sanders (wikipedia profile), let our love be the killer app (Tim is author of: Love the Killer App)
Let me sign post you on a journey of discovery that will present fresh ways of being and thinking, and conversations, and true engament are right in the middle of it all. I feel that we need to truly care for our client/user base - and if you have to call them customers, then we need to embrace logic + emotion.
I leave you with a question, how much of an individual's personality impacts on services?
Enjoy ;D this short journey ;D
Inspirational community building and conversation starters...
See different, think different. I hope that the following slide shows and embedded material will convince you of building ongoing relationships with figures of authority, so that you can better serve the communities which you support.
Goodness And Happiness - Why Generosity Is The Future Of Marketing Strategy
Happiness as Your Business Model
Happiness - MTV: young people, connecting and engaging
Brand-persona
Are you your organisation's brand?
Watch Personal Branding, David Armano, Critical Mass in Chicago Convergence | View More Free Videos Online at Veoh.com
Crucial Conversations In Social Media
Amazon relatd books widget
Related links/resources
Conversation by Design
http://www.slideshare.net/darmano/conversation-by-design
Social Media Measurement
http://www.slideshare.net/themoleskin/social-media-measurement
Social Media Strategy
http://www.slideshare.net/ducttape/social-media-strategy
Word of Mouth - A Prescription for a Bad Economy
http://www.slideshare.net/agentwildfire/wominabadeconomy-presentation
Why branding matters in a world of so much clutter
http://openspirituality.blogspot.com/2009/01/why-branding-matters-in-world-of-so.html
Why Branding Matters in a world of so much clutter
Posted by William Doust at 16:59 Labels: branding, inspiration, marketing, maverickWhen you energize and make peple go wow! - then you're onto good things
I feel more energized than usual because I recently visited one of the charitable organisations I support. The dynamic duo that make things happen turbo-charge their services with so much emotional intelligence and care, that their service users cannot help but smile and the children shout with glee!
So After a fab meeting I was looking for ways to assist in reflecting back to them what they do and make the process more actionable and continuous. Seek and you shall find ;D
There is also access to another site where you can download the pdf for free. More than ever your services whether in the charitable, public or private sector need to stand out! - specially in a word of over abundance of choice. As professor Barry Schwartz, author of 'The Paradox of Choice: Why More is Less' says we're facing a new phenonmenon of stress due to having to find the right choice! Check out the google video. You can also read previous posts that have a wealth of free materials.
If you're a serial reader like me here are some books to really get you thinking...
How a manifesto has stimulated so much conversation
Posted by William Doust at 17:18 Labels: branding, business, cluetrain manifesto, economy, influence, naked conversations, new rules of pr and marketing, open brand, web20, webcast, wikinomicsA clue about conversations? Jump on the train...on the cluetrain
I've been aching to write a blog post, but been so busy working and accumulating topics through my 'serial reading'. I guess taht I make up for my book's carbon footprint, and feel better about it being offset by my not owning a car and minimising travel to a yearly milk round.
The time machine exists and you can use it to see the evolution of conversations
I'll have that big nice papaya, three mangoes, and that small bunch of bananas, I said to the fruit seller in Vera Cruz, Mexico, in my Venezuelan accent (which everyone thought was Cuban!). The guy in this small market village told me $20 (Mexican pesos). 'Cuanto?' - how much?... I said in a voice of utter disbelief and a mocking grimace that went across my face like a cloud goes over the sun in an English summer's day!
'Come on', I said in Spanish, the market is about to close, and you can tell from an accent that I'm not from here. I know about tropical fruit, and know that it is not worth as much as you claim. You know what?... I'll give you eight pesos and we can make it a fair deal . And why not make this act an official welcome to me as a tourist.? The guy laughed in his string top, shorts and plastic flip-flops, shook my hand and proceeded to handover the bag while I with the other handed him the money.
I've done the same bartering process in Istanbul, some parts of Mexico, and Venezuela, including some commercial entities who give you discount when you buy higher quantities (half a doze jeans, shirts etc.)
But we know the contrast right?...Smooth talking 'double glazing sales' routines and 'call centre operatives'
These are conversations that we don't want to have because basically we feel that we are going to get done over and we are just another number, another target. There is no real want for a conversation, just to empty our wallets to fulfill quotas. It's no ones fault, just a manifestation of the mindset that reflects the supporting process of mass manufacturing.
Our comfort with the web, broadband penetration, and the technological possibilities have given a rebirth and a multitude of possibilities for new genuine conversations
Our desire to socialize and connect with others has been hard-wired into our DNA for thousands of years. There is no denying that. And so has our desire to share insights, life stories, and our humanity. Where we meet doesn't matter, what matters is the genuine and frank conversations that we can share.
Reading and reflection on these issues that were 'hidden from plain sight'...at least to me
How this whole lovely 'back to basic' conversations and dialogues (now over the web) was highlighted to me initially around 2003 by 'The Clue Train Manifesto' - that seemed to manifest the discomfort with business as usual. Whole set of tools have evolved over the last decade to continue to refine capture and 'leverage' these conversations in order to allow 'peer influence' to help us make appropriate choices.
The FREE Cluetrain Manifesto (online PDF) - took me on a reading journey of discovery
This post, just focuses on how the 'clue train manifesto' has had such an influence of the many authors who I've recently been busy reading to see how business has embraced these new tools.
Read it, and let me know how it has transform your outlook and mindset - I want business un-usual!...one that genuinely cares and wants real conversations.
In the meantime, here are the books I read recently that were definitely influenced by the manifesto. And as you can see, I have too been greatly influenced.
