What makes Zappos culture so special?

1) Their absolute focus on finding the right people for the job. 2) Keeping the right people and letting the rest go. 3) Reinforcing/talking up the culture and living the culture. 4) Have you heard about the Zappos culture book (which is part of step 3)? When I heard...

Two commandments of employee engagement

I’m reviewing two of my favorite employee management and engagement basics for two reasons: one, I keep hearing stories of bad managers everywhere I go, and two, because there is a clear link between employee engagement and happy customers. (Yes, I’m a broken record.)...

It’s time to hug your people

Jack Mitchell’s latest book, “Hug your people,” is great. It’s an easy-to-read book full of practical tips and examples from Jack’s experience and observations of years of running a family retail business. I’m a fan of books focused on management because good...

Employee engagement is foundation of customer engagement

Today I came across research about employee engagement in America. I’d seen this research before – it’s from January 2006 but you can be sure it is still valid and applicable. I bring this up because your employees are what deliver an amazing customer experience or a...