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Hosting's Journeyculture first презентация
Содержание
- 1. Hosting's Journeyculture first
- 2. This webinar is being recorded and an
- 3. WHO IS JOEL DALY All you can
- 4. THE 6TH THING I’M MOST PROUD OF CEO Ebags COO Diamond Tech
- 5. THE SUM OF ALL EXPERIENCES
- 6. THE NEW EXPERIENCE ECONOMY
- 7. CHOICE AND VOICE Commoditized Products Democratized Information Empowered Consumers
- 8. THE SUM OF ALL EXPERIENCES
- 9. DUAL EXPERIENCES Customer Employee
- 10. WHAT DO MOST COMPANIES DO?
- 11. REWARDS!
- 12. LET’S LOOK AT HOW OTHER COMPANIES DO IT.
- 13. LET’S JUST COPY THEM!
- 14. THERE’S A BETTER WAY
- 15. START WITH A VISION…
- 16. Vision To Provide the Best Customer Experience
- 17. …AND A SET OF CORE VALUES
- 18. Status of Value Refresh Process Culture
- 19. 4 Cross Functional Teams Goal was
- 21. HOW DO YOU TWEET OUR VALUES
- 22. OUR VALUE PROP IS SIMPLE We Secure Trust with our Customers
- 23. HOW DO WE DO IT? First –
- 24. EVERYTHING IS CONNECTED
- 25. 3 STEPS OF GREAT SERVICE FOLLOWED THE
- 26. HOSTING’S WOW TRAINING
- 27. MAP THE EXPERIENCE CUSTOMER XP EMPLOYEE XP
- 28. MEASURE IT Customer Employee NPS! Q12
- 29. NPS! = CUSTOMER
- 30. Q12! = EMPLOYEE
- 31. HIRE & PROMOTE FOR THE RIGHT REASONS
- 32. NEED TO COMMUNICATE CHANGE Company Evolution
- 33. 2 shots of Vision and Values Splash
- 34. KEY TAKE AWAY POINTS Quality is commoditized,
- 35. QUESTIONS - CONTACT INFO Joel Daly– HOSTING COO jdaly@hosting.com
This webinar is being recorded and an on-demand version will be available at the same URL at the conclusion of the webinar Please submit questions via the button on the upper
Слайд 2This webinar is being recorded and an on-demand version will be
available at the same URL at the conclusion of the webinar
Please submit questions via the button on the upper left of the viewer
If we don’t get to your question during the webinar, we will follow up with you via email
Download related resources via the “Attachments” button above the viewing panel
On Twitter? Join the conversation: #CultureFirst, #HOSTINGspeaks @HOSTINGdotcom
Please submit questions via the button on the upper left of the viewer
If we don’t get to your question during the webinar, we will follow up with you via email
Download related resources via the “Attachments” button above the viewing panel
On Twitter? Join the conversation: #CultureFirst, #HOSTINGspeaks @HOSTINGdotcom
HOUSEKEEPING
Слайд 5 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
Слайд 8 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
Слайд 16Vision
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Mission
Critical Applications In the Cloud
Supported By The Industry’s Best Team.
Supported By The Industry’s Best Team.
Слайд 18Status of Value 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
Слайд 19
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
Results Presented to Culture Committee
5 Themes Emerged / Multiple Statements Developed
Company Survey Sent for Feedback
6 MONTH JOURNEY
Слайд 23HOW DO WE DO IT?
First – By Being The People Behind
the Cloud
Our Culture is to Serve and Guide
Слайд 332 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
Shake rigorously with investments in people
Serve Outside - In
HOSTING’ S KOOL-AID
Слайд 34KEY 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
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
