Do Your Core Values Result in Customer Satisfaction and Service?
Core Values – many of us have heard the term, but do we really know what they are or mean? Core Values are those values by which you and your company are driven by. These determine who you are and what you stand for. The Core Values don’t necessarily have to do directly with your product – but with your customers and business.
For example, Zappos is held in the highest regard for their customer service and satisfaction. Tony Hsieh, CEO of Zappos, said recently that they really don’t train for customer service. They hire for culture fit. The culture of Zappos is what makes them who they are. Once they make the right hiring decisions based on their culture, the customer service, satisfaction, and retention come naturally. The core values of Zappos are these…
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
By adhering to these core values, customer service and satisfaction are a natural benefit. Everyone who works at Zappos fits their customer mindset culture, lives these core values, and truly enjoys working there. Because of this, they are invested in the success in the company and vested in keeping their customers happy. It’s a win/win situation for both.