HOSTING'S JOURNEY

CULTURE FIRST

WHO IS JOEL DALY

4 Kids 1 Saint

THE 6TH THING I’M MOST PROUD OF

CEO Ebags

COO Diamond Tech

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

mobile

social

local

THE NEW EXPERIENCE ECONOMY

CHOICE AND VOICE

Commoditized Products

Democratized

Information

Empowered Consumers

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

DUAL EXPERIENCES

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WHAT DO MOST COMPANIES DO?

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REWARDS!

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LET’S LOOK AT HOW OTHER COMPANIES DO IT.

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LET’S JUST COPY THEM!

THERE’S A BETTER WAY

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START WITH A VISION…

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.

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…AND A SET OF CORE VALUES

Status of Value 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

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

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6 MONTH JOURNEY

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HOW DO YOU TWEET OUR VALUES

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OUR VALUE PROP IS SIMPLE

We Secure Trust with our

Customers

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HOW DO WE DO IT?

First – By Being The People

Behind the Cloud

Our Culture is to Serve and

Guide

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EVERYTHING IS CONNECTED

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3 STEPS OF GREAT SERVICE

FOLLOWED THE 5 STEPS

ARE YOU THE SMARTEST PERSON IN THE ROOM…

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HOSTING’S WOW TRAINING

MAP THE EXPERIENCE

CUSTOMER XP EMPLOYEE XP

MEASURE IT

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NPS! Q12

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NPS! = CUSTOMER

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Q12! = EMPLOYEE

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HIRE & PROMOTE FOR THE RIGHT REASONS

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NEED TO COMMUNICATE CHANGE

Company Evolution

• 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

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HOSTING’ S KOOL-AID

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

QUESTIONS - CONTACT INFO

• View the on-demand webinar here.

• Joel Daly– HOSTING COO

• jdaly@hosting.com