October 26, 2016
Great cultures
A very different episode, completely guided by your questions!
September 30, 2016
Great cultures
I was visiting with Stewart Emery, author of Success Built to Last (and many other books). We were standing over his La Marzocco GS/3 espresso machine. He was telling the easiest hack to make great coffee – “Start with really great coffee.”
Yes, there’s a lot more to it that that, but what a head start you have with great coffee. He shared with me how the same thing applies to business:
“If you want to deliver great customer service, start with great customers.”
He said we have more choice that we think – Whom we choose to serve and market. It’s far easier when we choose great customers whom we enjoy serving and being around. Then customer service becomes easy (or at the very least, desirable!)
September 21, 2016
Great cultures
The glasses retailer Warby Parker has found that letting coders pick the projects they want to work on is getting them better results and better engagement. Once again, opt-in leads the way.
August 29, 2016
Great cultures
It’s the golden chalice of marketing – when you don’t have to even market your products and services. Your customers do it for you.
The early history of Zappos is based on this. At a time way before social media, the company decided to spend money not on marketing, but on a remarkable experience so that people spread the word.
So what makes a person or an organization referable? You may be surprised how simple it is.
The technique comes from Dan Sullivan‘s book, The Gap. He says referable means the best people say the best things about you. And here’s how you do it:
Yup. That’s it.
You can have the fanciest branding and marketing, or the most well developed core values, but without this, it’s all wasted.
