1. Build a network of great relationships with people who want to see you succeed. Anne MulcahyCEO of Xerox and the third most powerful woman in the world! 2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find. 3. Learn to be a learner. 4. Listen intently to your employees and to your customers.
• Aggressive external market focus.• Ridiculously high level of customer focus.• Keep the “Main Things” the main things.• Bullish on knowledge sharing and learning.• Teamwork / communication is mandatory – not optional.• Passion and commitment at all levels.• Foster a healthy paranoia.• Revel in change. 3
I want a leader who will: Tell me the TRUTH. Has a clear vision for where we are going. Has the skills to get us there successfully. And is excited about going with me.
The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…The level of highly satisfied and engaged EMPLOYEES in your business.
• Ownership Mentality• Sense of Urgency• Disciplined Execution• Accountability• Continuous Innovation• Customer Focus
Focus me Know me Care about me Hear me Help me feel proud Equip me Help me see my value Help me growHelp me see my importance
The key elements of a winning culture: Employees 1 -10 Fun Freedom Family Pride Friends Praise Fair Meaning Accomplishment
1. They give more discretionary effort.2. They consistently exceed expectations. 1 -103. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.
Zappos 98 = 0 08 = 1.2 BillionLooking back, a big reason we hit our goalearly was that we decided to invest our time,money and resources into three key areas:customer service (which would build our brand anddrive word-of-mouth), culture (which would lead tothe formation of our core values), and employeetraining and development (which wouldeventually lead to the creation of our Pipeline Team).Even today, our core belief is that ourBrand, our Culture and our Pipelineare the only competitive advantages we willhave in the long run. Everything else can andwill be copied.
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