What’s the ROI of hugging your mom?
Sadly, Tony Hsieh the founder and CEO of Zappos died a few days ago.
Tony Hsieh was somewhere on the top of my list of references and I very often cite Zappos as a model of startup growth and culture.
A few years ago while in Las Vegas I had the chance to visit the Zappos campus and learn about the inner working of the company. I saw how the company culture impacted the workspace, employees behaviours and ultimately the business performance.
During the visit, we were told many amazing and inspiring stories about customer service in particular. One that I recall was the “never hang-up rule”. So a customer service employee will never hang-up the phone. This led to a customer call lasting over 10 hours.
What's the ROI of this call?
Well, here is an idea written on a wall at Zappos:
Just because you can't measure the ROI of something doesn't mean you shouldn't do it. What's the ROI of hugging your mom?
First published on LinkedIn on December 1, 2020. View the original post