Research firms, tech giants and employees have spoken – culture is key to business success. At HOSTING, we understand the necessity of a dynamite culture for our clients and employees alike. We were founded by entrepreneurs, and that spirit is perpetuated by none more so than Joel Daly, our COO. A culture fanatic, employee advocate, trainer and constant student, Joel is the face of what makes HOSTING tick.
3. THE 6TH THING I’M MOST PROUD OF
CEO Ebags
COO Diamond Tech
4. THE SUM OF ALL EXPERIENCES A CONSUMER HAS
WITH A SUPPLIER OF GOODS OR SERVICES, OVER
THE DURATION OF THEIR RELATIONSHIP WITH
THAT SUPPLIER.
http://en.wikipedia.org/wiki/Customer_experience
cus·tom·er ex·pe·ri·ence
7. THE SUM OF ALL EXPERIENCES AN EMPLOYEE
HAS WITH A COMPANY, OVER THE DURATION OF
THEIR RELATIONSHIP WITH THAT COMPANY.
http://en.wikipedia.org/wiki/Customer_experience
em·ploy·ee ex·pe·ri·ence
15. Vision
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Mission Critical Applications In the Cloud
Supported By The Industry’s Best Team.
17. Status ofValue Refresh Process
Culture is Based Values are Determined By:
100%
On Values
Co-Workers
Leadership
Our Process Focused On:
What Particular Behaviors and Skills Do we Value in our Colleagues
HOW WE DEFINED OUR VALUES
18. 4 Cross Functional Teams Goal was to Answer the
Following:
What Particular Behaviors and Skills Do We
Value in Our Colleagues?
Results Presented to Culture Committee
5 Themes Emerged / Multiple Statements Developed
Company Survey Sent for Feedback
18
6 MONTH JOURNEY
32. • 2 shots of Vision and
Values
• Splash of Beacon & Value
Prop
• Equal parts Tactical and
Strategic Process –
Zingerman’s and Zappos
• Shake rigorously with
investments in people
• Serve Outside - In
32
HOSTING’ S KOOL-AID
33. KEY TAKE AWAY POINTS
• Quality is commoditized, Info Democratized,
Customers & Employees are empowered –
C&EX is the difference
• Vision is where you are going, Values are how
you get there
• Find the right problems to solve
• You can’t drive results, Behaviors drive results
• The seeds of a Service Culture will yield
Intrapreneurs
• Be experience driven – customers and
employees remember the experience
34. QUESTIONS - CONTACT INFO
• View the on-demand webinar here.
• Joel Daly– HOSTING COO
• jdaly@hosting.com
Notas do Editor
Large horizons – involves the entire company
Why is the customer experience important?
Customer expectations are through the roof. New competitive frontier
Beginning of differentiation