August 1, 2011

I Like Part 1

GAGA Misguided
Secret Gathering Process
Power Up with Customer Secrets
I have yet to see a single organization conform to BE DiFFERENT Practices in every way, but there are some organizations that are brilliant at some of them. Study these.

Chubb Insurance. Ever hear of an Insurance Company applauded for turning an extremely painful experience (we had a flood in our home that wreaked havok on 30-40% of it which had to be restored) into a delightful one? Probably not. But mine did. Nivian Chan has an amazing habit of ‘saying yes’ to ease our pain while at the same time admirably representing her company and it’s interests. Words to describe my experience with Chubb: hassel-free, humane, caring and understanding. Amazing.

Zappos. Tony Hsieh’s company delivers happiness. Happiness, a key strategic concept. It’s not about the shoes. It’s about surprising and Wowing their fans. A call center that isn’t outsourced because it is seen as loyalty building tool and not a cost to be controlled. Too bad other CEO’s didn’t have Tony’s insight. Check out his book if you want a great read and if you want to learn how to create a culture obsessed about pleasing your customers.

Cactus Club Cafe. I wrote a Blog Article on this organization a while back. Two things strike me about Cactus. Number One: they have a philosophy and culture of saying YES to whatever their guest wants even if it means running out to get an ingredient they need to prepare a meal that isn’t on their menu! Number Two: everyone in the Cafe understands what ‘House of Yes’ means and they explain the concept with passion and conviction. Ever run into a Frontline employee who really doesn’t get the strategy of the company they work for? Happens all the time. Not at the Cactus Club.

More to come in future Blogs. If you have any examples of BE DiFFERENT organizations please pass them along to me for sharing.

Cheers,
Roy


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Leadership | DiFFERENT or dead? | Permalink
Posted 8.1.11 at 06:00 am by Roy Osing | Read Comments (0) | Leave a Comment