“The Culture Blueprint: How to Shift and Design Your Company’s Culture” (Robert Richman)

Robert Richman, author, speaker and culture architect (former manager of Zappos Insights), discusses his forthcoming book, “The Culture Blueprint: The Step-by-Step Guide to Shift and Design Your Company’s Culture”

Here’s what we asked Robert:

  1. Your background is intriguing. For those who don’t know, tell us who Zappos is and the role of Zappos Insights
  2. First, how do you describe “Culture” and what mistakes do people make when defining it for their own companies?
  3. Why is culture SO key; so important?
  4. Like anything else in business, must we begin with vision, mission and values? How do these 3 things differ?
  5. In the book, you remind us that we’re still using military-based language like, “Strategy, Recruit, Train, Fire, Execute, Target, Engage, etc.” Why is this not a good thing?
  6. You say, “It is easy to forget that the external success of an organization is positively correlated to its internal successes.”
  7. You say, “Share what you want to keep.” I’d imagine most people might resist embracing this one. Please explain.
  8. Talk to us about what you call “Culture Hacks”
  9. Give us a favorite culture hack.
  10. You recommend not measuring call times or using scripts…
  11. I must admit, I’m a little tired of the buzz-word, “Buy-in.” – You wrote a section titled “The end of Buy-in.”
  12. How can we be sure someone is a good “Culture fit?”
  13. We hear so much today about the power of STORY – how does “Story” and “Storytelling” fit into all of this?
  14. So many of the companies I work with suffer from fear … more specifically, their employees don’t feel safe having a voice. What can this do to a culture and how can we avoid it from happening in the first place?
  15. Zappos is kind of famous for its offer to pay new hires to quit – what’s that all about?
  16. What do you say to those business owners who claim, “You can have great customer service, but at the end of the day doesn’t it just come down to who’s got the lowest price?
  17. Many companies have an advertising budget, but should everyone also have a customer service budget?
  18. You list several “Immediate wins; Silver Bullets” – what are they?

“What’s the Secret: To Providing a World-Class Customer Experience” (John R. DiJulius)

John DiJulius, of The DiJulius Group and John Roberts Spa discusses his book, “What’s the Secret: To Providing a World-Class Customer Experience”

John has consulted for companies such as The Ritz Carlton, Starbucks, Nordstrom, Lexus and many, many more…

Here’s what we asked John:

  1. We had you on the show in 2009, discussing “Secret Service, Hidden Systems that Deliver Unforgettable Service” – how much of “The Secret” is Secret Service?”
  2. Do you believe our recent economy has caused a “correction;” that companies delivering sub-par service has gone out of business?
  3. In the book you talk about attracting only the people who have customer service in their DNA?
  4. How can you know that it’s time to let an employee go?
  5. Recognizing that every company and every industry is a little different, what’s a good rule-of-thumb to live by when it comes to frequency of customer service training?
  6. Steve Jobs once said, “A lot of times, people don’t know what they want until you show it to them. “ Do customers know what they want when it comes to the service experience?
  7. What do you have to say to the people out there who say, “You know, at the end of the day it just comes down to who’s got the best price!”
  8. How can businesses measure ROI on customer service?
  9. What’s the correlation between customer satisfaction and employee morale / turnover?
  10. Talk to us about “Service Recovery”
  11. What are your “Customer Service Prediction(s) for 2013?

“Answering the Ultimate Question: How Net Promoter Can Transform Your Business” (Richard Owen)

“Answering the Ultimate Question: How Net Promoter Can Transform Your Business”

Richard Owen, CEO of Satmetrix, is THE authority on measuring customer loyalty … and how to act on it. He’s also the author of Answering the Ultimate Question (co-authored by Laura L. Brooks, PhD).


Here’s what we asked Richard in this compelling interview:

  1. What is the Ultimate Question and “Net Promoter Score?”
  2. What is “broken” about the way most companies survey customers?
  3. Do you believe our recent economy has caused a “correction” on the basis of customer service?
  4. In the book you talk about “Customer Intimacy?”
  5. We’ve all heard that someone who has a bad experience tells 11 people…those 11 tell 5…
  6. What’s the impact of “word of mouth” and how can we be intentional about creating more of it?
  7. We’ve learned that customers who answer The Ultimate Question with a 9 or 10 are our “Promoters;” responsible for 80% of our repeat/referral business. What are your thoughts on rewarding these folks?
  8. What about linking employee compensation to customer satisfaction scores?
  9. Is there a correlation between customer satisfaction and employee morale?
  10. Talk to us about “Service Recovery”
  11. Who was one of the first (or most recognized) companies or individuals known for bringing this into discussion?
  12. Who are the super stars at recognizing and developing the ideas of your company today?
  13. Is your service applicable for small to medium size companies?  If not, can you give them some best practices for implementing a similar strategy for understanding their target market and how to reward the “promoters”?
  14. Your recent Worldwide study shows a whopping 75% of companies are NOT measuring effects of social media…what do you attribute that to?
  15. How much of your overall guest satisfaction is through social media, and how far along the path of complete understanding of SM impact is our society do you think?
  16. Plus 60% of businesses have no tracking in place for social media…when you reverse that trend with a larger companies, what effects have you seen?
  17. What are your Customer Service predictions for 2013?

Come to the 7th annual Net Promoter Customer Experience Conference 1/30/13 – 2/1/13