The Company Culture Challenge

Overview

Zappos was broke in 1999 and in 2009 sold itself to Amazon for $1.2 billion. How did they do it? Zappos CEO Tony Hsieh says they succeeded then and now because of his laser focus on developing a superior company culture. The question is, how can you do it? The Company Culture Challenge does more than tell you how. It gives you a step-by-step strategic plan to transform your organization into a high-profit leader as you learn how to fully engage your employees and serve your clients so well they can't live without...

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The Company Culture Challenge

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Overview

Zappos was broke in 1999 and in 2009 sold itself to Amazon for $1.2 billion. How did they do it? Zappos CEO Tony Hsieh says they succeeded then and now because of his laser focus on developing a superior company culture. The question is, how can you do it? The Company Culture Challenge does more than tell you how. It gives you a step-by-step strategic plan to transform your organization into a high-profit leader as you learn how to fully engage your employees and serve your clients so well they can't live without you. Where did it come from? Sick of ideas and random strategies offered by other authors, entrepreneurs David Russell and Rob Betzel developed this 7-step process to transform any company culture into a team of people who take ownership for making certain clients are happy. This is crucial information for companies of all sizes because customers have more options than ever, and you need them to think only of you.

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Product Details

  • ISBN-13: 9780977165933
  • Publisher: Smyth Barnabas Publishing
  • Publication date: 10/4/2011
  • Pages: 247
  • Product dimensions: 6.10 (w) x 9.10 (h) x 1.10 (d)

Meet the Author

David Russell is CEO of Success With People, where his team trains and coaches entrepreneurs to develop a powerful company culture that provides a sustainable competitive advantage. He is also CEO of MANAGEtoWIN, an integrated, very low-cost, online talent management portal. He has authored and co-authored five books. As a consultant, coach, or speaker he has served Microsoft, Cisco, Intel, Tech Data, Ingram Micro, Autotask, ConnectWise, Tigerpaw, Catalyst Telecom, CompTIA, Heartland Technology Groups, Everything Channel, InsideNGO, Vistage and Entrepreneur's Organization members. Robert Betzel's fifteen years of experience in the information technology field has always focused on the client experience. As president and CEO of Infinity Network Solutions, Inc., Rob serves his employees and clients by focusing on how to maximize today's technology and be ready for tomorrow's. Infinity Network Solutions' focus is on providing fixed-fee IT services and IT infrastructure as an operating expense, making them unique in their market. He regularly speaks to groups on current and emerging IT trends

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Table of Contents

First Deal With Your Addiction

Sisyphus Revisited 1

Admit You Are Powerless 10

The Cost of Doing Nothing 15

Step 1 Your Perfect Client Experience 23

Systematic Power 25

What Business Are You In? 31

Your Greatest Fear 33

The Client Experience Cycle 38

The Experience Analysis 43

Define Your Perfect Client Experience 53

Step 2 Four Cornerstones of Company Culture 69

Meaningful Mission 71

Values System 79

Vision For the Future 92

Governing Accountability 102

Step 3 Strengthening Your Client Experience 109

Active Listening 111

Always/Never Standards 116

Experience Bookends 122

Step 4 Recruiting Standards 127

What Type of People Do You Want On Your Team 129

Establish Your Hiring Foundation 134

Qualifying Candidates 143

Onboarding A Winning Team 151

Step 5 Intentional Leadership 159

Assumptions vs. Intentional Leadership 161

Expectations 167

Goals That Work 173

Understand How You Make a Difference 180

Step 6 Culture Development 187

Character Counts 189

You Have To Train Them Because They Do Not Know 198

Give Your People A Culture Card 206

Step 7 Client & Employee Retention 211

Measure So You Can Manage 213

Total Recognition 220

Make Their Future Clear 226

Conclusion 235

What You Should Do Now 237

Acknowledgements 238

About the Authors 240

References 244

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