Research firms, tech giants and employees have spoken – culture is key to business success. At HOSTING, we understand the necessity of a dynamite culture for our clients and employees alike. We were founded by entrepreneurs, and that spirit is perpetuated by none more so than Joel Daly, our COO. A culture fanatic, employee advocate, trainer and constant student, Joel is the face of what makes HOSTING tick.

1. HOSTING'S JOURNEY
CULTURE FIRST

2. WHO IS JOEL DALY
4 Kids 1 Saint

3. THE 6TH THING I’M MOST PROUD OF
CEO Ebags
COO Diamond Tech

4. THE SUM OF ALL EXPERIENCES A CONSUMER HAS
WITH A SUPPLIER OF GOODS OR SERVICES, OVER
THE DURATION OF THEIR RELATIONSHIP WITH
THAT SUPPLIER.
http://en.wikipedia.org/wiki/Customer_experience
cus·tom·er ex·pe·ri·ence

5. mobile
social
local
THE NEW EXPERIENCE ECONOMY

6. CHOICE AND VOICE
Commoditized Products
Democratized
Information
Empowered Consumers

7. THE SUM OF ALL EXPERIENCES AN EMPLOYEE
HAS WITH A COMPANY, OVER THE DURATION OF
THEIR RELATIONSHIP WITH THAT COMPANY.
http://en.wikipedia.org/wiki/Customer_experience
em·ploy·ee ex·pe·ri·ence

8. DUAL EXPERIENCES
8

9. WHAT DO MOST COMPANIES DO?
9

10. 10
REWARDS!

11. 11
LET’S LOOK AT HOW OTHER
COMPANIES DO IT.

12. 12
LET’S JUST COPY THEM!

13. THERE’S A BETTER WAY
13

14. 14
START WITH A VISION…

15. Vision
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Mission Critical Applications In the Cloud
Supported By The Industry’s Best Team.

16. 16
…AND A SET OF CORE VALUES

17. Status ofValue Refresh Process
Culture is Based Values are Determined By:
100%
On Values
Co-Workers
Leadership
Our Process Focused On:
What Particular Behaviors and Skills Do we Value in our Colleagues
HOW WE DEFINED OUR VALUES

18.  4 Cross Functional Teams Goal was to Answer the
Following:
What Particular Behaviors and Skills Do We
Value in Our Colleagues?
 Results Presented to Culture Committee
 5 Themes Emerged / Multiple Statements Developed
 Company Survey Sent for Feedback
18
6 MONTH JOURNEY

20. 20
HOW DO YOU TWEET OUR VALUES

21. 21
OUR VALUE PROP IS SIMPLE
We Secure Trust with our
Customers

22. 22
HOW DO WE DO IT?
First – By Being The People
Behind the Cloud
Our Culture is to Serve and
Guide

23. 23
EVERYTHING IS CONNECTED

24. 24
3 STEPS OF GREAT SERVICE
FOLLOWED THE 5 STEPS
ARE YOU THE SMARTEST PERSON
IN THE ROOM…

25. 25
HOSTING’S WOW TRAINING

26. MAP THE EXPERIENCE
CUSTOMER XP EMPLOYEE XP

27. MEASURE IT
27
NPS! Q12

28. 28
NPS! = CUSTOMER

29. 29
Q12! = EMPLOYEE

30. 30
HIRE & PROMOTE FOR THE RIGHT
REASONS

31. 31
NEED TO COMMUNICATE CHANGE
Company Evolution

32. • 2 shots of Vision and
Values
• Splash of Beacon & Value
Prop
• Equal parts Tactical and
Strategic Process –
Zingerman’s and Zappos
• Shake rigorously with
investments in people
• Serve Outside - In
32
HOSTING’ S KOOL-AID

33. KEY TAKE AWAY POINTS
• Quality is commoditized, Info Democratized,
Customers & Employees are empowered –
C&EX is the difference
• Vision is where you are going, Values are how
you get there
• Find the right problems to solve
• You can’t drive results, Behaviors drive results
• The seeds of a Service Culture will yield
Intrapreneurs
• Be experience driven – customers and
employees remember the experience

34. QUESTIONS - CONTACT INFO
• View the on-demand webinar here.
• Joel Daly– HOSTING COO
• jdaly@hosting.com