Social media is a hot topic in business, and it should be since it represents great new sales and marketing capabilities for companies to explore. But some of the real value of this technology is often overlooked as we focus on its edginess and efficiency. Ultimately, I believe the greatest power in these new tools is in their ability to connect people.
This statement isn't meant to be either obvious or casual. One of the most important theories in change management today is that change is a function of people coming together and having conversations that impact thinking and prompt behaviors and actions. Essentially, "words create worlds." The universe isn't a fixed entity. It's dynamic and constantly evolving, and the force for these ongoing changes comes from people.
When Scott and I are with clients, we put this theory into motion. Right from the beginning, we listen and ask questions, with the goal of understanding not just the client's current environment, but to put our finger on the pulse of where they want to take their company in the future, and the bigger the thinking, the better. And these conversations aren't just with leaders; they're with literally everyone in the organization. We know from experience that the more people who are engaged in the process, the easier it will be to bring the solution to life.
The first reaction of people when they hear this is that it sounds slow and cumbersome. How do you achieve a common vision? Isn't it easier to make fast decisions with a small group and then move on to implementation? But just the opposite turns out to be true. Since everyone becomes actively engaged in the upfront thinking that leads to decisions and actions, they really get it. That means you don't need big communications campaigns or the challenge of "selling" your vision. They're ready to go, and boy, can they go! Right now, we have a client that says he can barely keep up with all the changes that are starting to happen inside his business, all of which is being done by teams of people across the company. And he can't be more delighted with the direction they're taking.
So we welcome all that social media brings us, since it enhances our ability to engage people in exciting conversations that can change the future.
Jennifer
Monday, March 22, 2010
Wednesday, March 10, 2010
Zappo’s Weirdness Culture
I friend of mine recently said, "If you're going to talk about culture, then you have to talk about Zappos." Since I agree with him, thought I'd check that assignment off my list!
Zappos started in 1999 as an online shoe retailer, and much like Amazon got their start with books, they've expanded into other retailing categories. From the consumer's perspective, they're passionate about service and believe that sets the stage for their business model and growth potential. But viewed from inside the company, they achieve this vision through one primary means: by creating a fantastic culture. In fact, the CEO, Tony Hsieh, describes culture as his number one priority.
What is Zappos like? They work from a set of ten core values. Some of these values are common among other businesses ("Deliver WOW Through Service," "Build a Positive Team and Family Spirit"). The one though, that I think speaks to the heart of who they are is "Create Fun and a Little Weirdness." "Weird" is their way of saying they value the individual…that everyone has something unique to offer, and it's those special talents that will make the difference in Zappos' success. So they're all about finding ways for each person to make a contribution and stand out from the crowd.
It was also weirdness that drove the creation of the values, as well as the ongoing evolution of the culture. When they were first starting out, Tony asked the organization to identify the values that would be most important, and they spent a year working through the discussion. So in the process, they imagined the company they most desired, and collectively gave it some shape and form. With that as a foundation, they now expect everyone to continually bring their culture to life, in whatever they choose. (By the way, that means their culture is constantly evolving to meet the needs of its employees, so a company who tries to "copy" it is going to be chasing a moving target!)
And by the way, Amazon bought Zappos last summer for close to $900 million, so a focus on building a fantastic culture clearly leads to the kind of business success investors are looking for.
Jennifer
P.S. If you do want to learn the secrets of Zappo's culture, then buy their book about it. It's written by the employees every year!
http://www.zappos.com/zapposcom-gear-zappos-culture-book-2009-edition-n-a
Zappos started in 1999 as an online shoe retailer, and much like Amazon got their start with books, they've expanded into other retailing categories. From the consumer's perspective, they're passionate about service and believe that sets the stage for their business model and growth potential. But viewed from inside the company, they achieve this vision through one primary means: by creating a fantastic culture. In fact, the CEO, Tony Hsieh, describes culture as his number one priority.
What is Zappos like? They work from a set of ten core values. Some of these values are common among other businesses ("Deliver WOW Through Service," "Build a Positive Team and Family Spirit"). The one though, that I think speaks to the heart of who they are is "Create Fun and a Little Weirdness." "Weird" is their way of saying they value the individual…that everyone has something unique to offer, and it's those special talents that will make the difference in Zappos' success. So they're all about finding ways for each person to make a contribution and stand out from the crowd.
It was also weirdness that drove the creation of the values, as well as the ongoing evolution of the culture. When they were first starting out, Tony asked the organization to identify the values that would be most important, and they spent a year working through the discussion. So in the process, they imagined the company they most desired, and collectively gave it some shape and form. With that as a foundation, they now expect everyone to continually bring their culture to life, in whatever they choose. (By the way, that means their culture is constantly evolving to meet the needs of its employees, so a company who tries to "copy" it is going to be chasing a moving target!)
And by the way, Amazon bought Zappos last summer for close to $900 million, so a focus on building a fantastic culture clearly leads to the kind of business success investors are looking for.
Jennifer
P.S. If you do want to learn the secrets of Zappo's culture, then buy their book about it. It's written by the employees every year!
http://www.zappos.com/zapposcom-gear-zappos-culture-book-2009-edition-n-a
Subscribe to:
Posts (Atom)
