Episode 201: Joe Polish interviews Zappos CEO, Tony Hsieh
- Personal and Emotional Connection (PEC): Customer Service is more about an attitude and the ability to help a customer and go above and beyond.
- The long-term vision & values are dictated from the top, but then, most of the decision making comes from the frontline employees, because they’re the ones that are closest to the customers anyway.
- How can we create that environment and what processes can we have where employees feel like they not only have permission but are encouraged to just be themselves and let their true individuality and creativity shine?
- Definition of ‘Brand’: A shortcut to an emotion or a set of emotions.
- Consumers/customers are in control of your brand.
- Hire for Culture: “We have these 10 core values, and we want people that basically have the same personal core values.”
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