Member Since: 10th Mar 2009
26th Aug 2010
You're right Matthjin - Zappos is a great example of how the culture of an organization drives a great customer experience. Thanks for sharing the link to your blog post too.
Building a service culture is certainly not easy, which is why those who do become leaders in their industry. Southwest Airlines is another example that comes to mind - very strong culture that focuses on creating unique and valuable customer experience.
Delegation of responsibilities to reps is also not easy to accomplish, as you pointed out. I guess organizations have to be brave and empower employees to act - and make mistakes sometimes - as a way to encourage 'action that creates value for the customer'.
In fact, rather than simply be 'brave', be 'smart' too. Empowerment entails authority and knowledge, so making sure all employees are 'educated' on fundamental service principles becomes crucial.