Tag Archive: Customer experience

  1. What a billion dollar CEO taught me

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    I spent last week hanging out with Tony Hsieh, the CEO of Zappos and the author of New York Times bestseller Delivering Happiness. Business Chicks brought him to Australia for the first time ever and he spoke at two workshops for us in Sydney and Melbourne. tony-hsieh

    I also spent some time with him on Sydney harbour and had the job of chaperoning him around throughout the week. Here’s a behind the scenes look at what I learned from him.

    You’ve got to work very hard to achieve the level of success he has. At every available opportunity, Tony was on his computer or iPhone. In fact, there were only a few moments when he wasn’t connected to either. We’d get to a venue, have five minutes to get onstage, and he’d still boot up his computer, find a network and get some work done.

    Happiness comes in all forms and levels. You’d expect a guy who wrote an international bestseller about happiness to be jumping out of his skin with joy. He wasn’t. He’s spent lots of time researching the science of happiness and debunks the myth that it’s all about those adrenalin-fuelled moments when you want to pump your fist in the air and hug strangers next to you. In his mind, happiness comes in three forms: those ‘rock star’ moments I just described; when you’re in flow and everything comes easily; and thirdly, when you’re working for a higher purpose other than yourself.

    You don’t need charisma in spades to be a successful CEO. Tony admits he is incredibly introverted. When asked if all the fun stuff he does in his business (dressing up, endless parties/celebrations, parades around the office etc) is a reflection of his personality and personal ethos, he said nup. He likes to think of himself as the designer of a greenhouse where all the plants are the same size and they all move and grow together, rather than him being the biggest and tallest plant.

    He approaches business like a science experiment. I’ve never met a more researched, well-read, educated (about business) individual than Tony Hsieh. He’s concerned himself with details such as the optimal space between employee’s desks to increase collaboration and innovation, and has even gone so far as to move the entrance to the Zappos office so that all employees have to walk through all departments, thus increasing the amount of ‘serendipitous collisions’ which ultimately lead to greater communication and teamwork.

    If you’re looking to grow your business to reach revenues north of $1 billion, or if you fancy exiting one day to Amazon for over $1.2 billion, then maybe you’ll do well to adopt some of the above practises.

    Read some of my team members’ take aways from the workshops here.

  2. How good are you at asking for feedback?

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    One of the things we do well at Business Chicks is give our customers the opportunity to give feedback. After every event, we send out a survey, and we’ve made it a discipline to sit down and go through every single comment, line by line.

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  3. Act interested (even when you're not)

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    I did a silly thing last weekend. Flying back from an entrepreneur’s retreat in the Whitsundays and determined to beat my buddy at a game of Sodoku on the plane (us entrepreneurs are very competitive), I absentmindedly popped my wallet in the back of the seat. (more…)

  4. When a customer experience doesn’t live up to its brand

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    When I think of Tiffany & Co, I think Audrey Hepburn. I think elegance and sophistication. I think romance and aspiration. It’d be fair to say that many women (and men) have stood outside the iconic jeweller’s window, dreaming that maybe one day a Tiffany piece will be all theirs. (more…)