I recently finished reading “Delivering Happiness” by Tony Hsieh, CEO of Zappos. Simply put, it’s inspirational and enlightening. I highly recommend it for everyone in business, but it’s certainly a must read for anyone who holds a position of leadership.
The book is written by Tony, who admittedly is not a writer, and who makes mention of his reasons to forgo the use of a ghost writer. The result is an easy to read book that feels more conversational, like he’s telling you an elaborate story. His message was engaging and though provoking.
Without spoiling too much (because I KNOW you will go read it, now that I’ve recommended it) I want to share a couple of points that struck a chord with me.
1. Great company culture cannot be created by one person alone.
To the benefit of Zappos, they had exceptional leadership from the start. They had a team…
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Often it happens, what is want to say to someone – remains unsaid. That silence and mum for years builds up in our hearts and minds. Here is a series of “Unposted Letters” which will feature emotions – feelings – thoughts of people who have something to say.
I have been meaning to write this letter to you for the last eight years but every time I put paper to pen guilt got the better of me and I couldn’t write a single line.
We worked together for two years and all this while I never understood why you were always in a rush to go home from work. I always thought, “What was the big deal if you had left your one-year-old daughter at home with a maid?” I thought that did not allow you to skip your responsibilities at work and find some pretext or other to leave office early when all of us were slogging it…
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Here the first article this morning:https://www.hotelleriejobs.com/en/news/3041-do-not-overlook-the-importance-of-customer-experience
Have a great week 🙂
- De nombreuses entreprises, qu’elles aient des boutiques physiques ou qu’elles n’aient qu’une activité on-line, sont devenues de simples ROIstes ayant comme unique objectif d’acquérir sans cesse de nouveaux clients sans apprendre à les connaître et savoir ce qu’ils recherchent vraiment.
- Le client attend que la marque lui fasse vivre des expériences positives, voire émotionnelles, en anticipant ses besoins.
- 81 % des consommateurs sont prêts à payer plus pour bénéficier d’une meilleure expérience client.
- Le client compare l’expérience client de votre entreprise avec celle d’autres entreprises, et pas nécessairement que des concurrents.
- Le client n’est pas compliqué, il faut juste respecter quelques règles : un accueil souriant et personnalisé, lui donner le sentiment d’être unique, être empathique, être sincère, le surprendre, parler son langage, lui simplifier la vie, mais surtout lui inspirer la confiance en le mettant au centre de toutes les décisions.
- Les actionnaires doivent comprendre que le client est plus important que leurs dividendes.