Podcasts about zappos insights

On this episode, we're joined by Robert Richman, Author of The Culture Blueprint, Keynote Speaker, and Co-creator of Zappos Insights. Recorded at Zendesk's Relate 2024 conference in Las Vegas, this episode is enriched by live feedback from conference attendees and offers an in-depth look at how company culture and AI are transforming customer service.Key Takeaways:(00:00) The business impact of resolving customer issues.(01:35) Attendee perspectives on the future of customer services.(05:10) The importance of a service-oriented culture.(06:01) Key recruitment and training strategies for service excellence.(10:03) AI and human creativity: enhancing service.(11:30) How AI automates routine customer service tasks.(13:07) Involving staff in AI rollouts to sustain culture.(18:13) The business benefits from resolving customer complaints effectively.(20:06) Upholding human-centric values in interactions and culture.(23:19) The evolving role of AI in voice interaction.(26:45) Positive customer service experiences and proactive strategies.Resources Mentioned:Robert Richman -https://www.linkedin.com/in/robertrichman/Relate 2024 -https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcastWatch Zendesk Relate 2024 on demand -https://virtualevents.zendesk.com/series/relate-24-video-hub/landing_page?utm_source=podcastZappos | LinkedIn -https://www.linkedin.com/company/zappos.com/Zappos | Website -https://www.zappos.com/Balto AI -https://www.balto.ai/Robert Richman Culture Blueprint Audiobook -https://robertrichman.com/culture-blueprint-download-audiobook/Sign up for a free trial at Zendesk.comFollow Zendesk on LinkedIn -http://zendesk.com/li#CX #CustomerService #CustomerExperience

The best ideas often come from outside the industry. Now, I've been looking at other businesses for decades, having long held the view that what happens in other businesses is directly relevant to what we can do in our local dental practice.  The market has evolved, and the needs of today's practice owner are farmore sophisticated than traditional practice management paradigms. The market has moved on. And so as business owners, we need to be constantly educating ourselves. We need to be constantly at the forefront. Zappos is a company I've been fascinated with for over a decade, and in this episode of The Savvy Dentist Podcast I am going to share some of the insights that came about as a result of a recent field trip to Zappos in the United States. [5:02] - The story of Zappos and Tony Hsieh. [6:31] - Tony Hsieh wanted to create a work place that people were happy to go to work and they could do business on Zappo's terms. Zappos became well known for their internal work culture. [8:32] - The 10 core values of the Zappos organisaton. [14:03] - How can you utilise the Zappos core values in your Dental Practice. [17:46] - Hire and retain the best people using the Zappos core values.

Ryo Zsun is the Culture Mystro at Zappos and leads campus tours. He is a stellar example of what a zapponian really means. His adventure started in the Zappos Café as a Barista, the following year he joined the elite Zappos Customer Loyalty Team [ZCLT] WOWing customers in their call center.In 2014, he joined an amazing team known as The Zappos Culture Guides, giving tours 4 times a day to guests from all over the world who come to visit our Zappos HQ to see what their culture looks like in action.Present-day, you'll find Ryo traveling & sharing his personal stories, experiences, and passion for company culture & customer service as a keynote speaker for Zappos Insights, Inc. What's one thing people might not know about you? As the world is in a mad dash to find the right gifts, how is Zappos helping their customers out? [Holiday Help] Does everyone needs to participate in Holiday Help? What stories do you have from your Holiday Help time? I'm sure there are ideas the come with ways to improve the customer experience while on Holiday Help, so how do they go about that? What ideas have come up that you've implemented? [Ask Anything, Zappos Adaptive program] You talk about the importance of wowing your customers, but do you also wow your employees or business partners? Customer service doesn't always go perfect, so what are a couple of stories you have when Zappos righted a mistake? Last year, you implemented Virtual Santa, which you are doing again this year, can you tell my listeners more about that? What book or person has influenced you the most in the past year? If you could leave a note to all CSRs, and it would hit their desk Monday at 8 am, what would it say? ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

Hack Yourself with Proven Culture Hacks: In Conversation with Robert Richman In this episode of Full Cup Life, Dr. Tom Moorcroft speaks to Robert Richman who used to be the culture strategist at Zappos and co-founded Zappos Insights. Robert reveals some of the life mantras that have helped him grow and shares how he now inspires leaders to achieve greater success. Find out more about the Xpill Experience, about changing mindsets and achieving your goals. Listen now to get inspired to make the changes required to live your best life.   Top Tips Robert Richman was the culture strategist at Zappos and co-founded Zappos Insights. He speaks to Dr. Tom Moorcroft about leadership, life, success, feedback, and about training leaders to achieve mindset changes and move beyond blockages. Xpill is something that Robert Richman came up with, essentially like an open-labeled placebo designed to help people find their passion and align their actions to their goals. A real leader is one who listens to others first and speaks last. This is the best way to understand the feelings and capabilities of people and to effectively assign work, and delegate. When we speak about going out of the comfort zone, this is about being uncomfortable with something unfamiliar but not to the point of being overwhelmed. That is the point where it can become counterproductive. Getting feedback isn't about hearing only positive things from people. It is about hearing what one doesn't want to hear. Only when one expresses the negative can they communicate the positive effectively. Dr. Tom Moorcroft's Full Cup Life Podcast has benefitted numerous people, helping them achieve greatness and supercharge healing. Don't miss this enlightening and uplifting chat with Robert Richman about life, leadership, goals, success, and everything in between.   https://www.originsofhealth.com/ support@tommoorcroft.com    the placebo effect how does the placebo effect work how to use the placebo effect what is the placebo effect Robert Richman how to succeed in business how to succeed in life ways to succeed in life how do I find my passion in life find your passion   #fullcuplife #successgoals #successmindset #successformula #powerofplacebo #xpill #placeboeffect #empoweryourself #findyourpurpose #mindsetshift #comfortzone #goalsetting #abundancemindset #manifestingabundance     Robert Richman https://robertrichman.com/   Robert Richman is a culture hacker and was Culture Strategist at Zappos. He co-created Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos' amazing employee culture.   Together with CEO Tony Hsieh, Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful in improving the employee culture at hundreds of companies.   As one of the world's authorities on employee culture, Robert is a sought-after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace.   Robert graduated from Northwestern University with a degree in film, as well as from Georgetown University's Leadership Coaching Program. He is a member of the Transformational Leadership Council, and he is based out of San Diego (though he's on the speaking tour most of the time).

Robert Richman is a culture hacker, and was Culture Strategist at Zappos. He co-created Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture. Together with CEO Tony Hsieh, Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful for improving the employee culture at hundreds of companies. As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace.

Think about the last time you called a contact center. How was your experience? Odds are it wasn't the best part of your day.Contact centers have a questionable reputation with both employees and customers. But they've become a critical part of the brand experience within the digital marketplace. How can you transcend the stigma and create a best-in-class customer and employee experience?JD speaks with Rob Siefker, Senior Director of Customer Loyalty at Zappos, to find out what it takes to build a great contact center culture. Rob joined Zappos in 2004 as a temporary contact center agent and helped the team grow from 30 people to over 500. Today, he leads the contact center operation within one of America's best customer service companies. During our conversation, Rob shares his insights on everything from corporate values and hiring practices to workplace training and the impact of the COVID-19 pandemic. Learn more about this unique customer service culture at Zappos Insights.Check out the Newsweek 2021 list of America's Best Customer Service Companies, including Zappos.If you or someone you know is struggling with substance abuse or mental health, please reach out. Contact the Substance Abuse and Mental Health Services Administration Helpline at 800-662-HELP (4357). You can also visit checkpointorg.com for a global list of contacts and services.The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com. If you have a frontline story you'd like us to explore on a future episode, let us know at podcast@axonify.comJoin the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.

Robert Richman, author of The Culture Blueprint Bill Ringle and Robert Richman discuss..... >>> Visit MyQuestforTheBest.com for complete show notes and more expert advice and inspiring stories to propel your small business growth. My Quest for the Best is a top-rated small business podcast with over 300 episodes of thought-provoking and insightful interviews with today’s top thought leaders and business experts. Host Bill Ringle’s mission with this show is to provide the strategies, insights, and resources that will unlock the growth potential of your business through these powerful conversations. body .audioplayer.skin-wave.playerid-29459386:not(.a) .ap-controls .con-playpause .playbtn , body .audioplayer.skin-wave.playerid-29459386:not(.a) .ap-controls .con-playpause .pausebtn { background-color: #111111;} jQuery(document).ready(function ($){var settings_ap29459386 = { design_skin: "skin-wave" ,autoplay: "off",disable_volume:"default" ,loop:"off" ,cue: "on" ,embedded: "off" ,preload_method:"metadata" ,design_animateplaypause:"default" ,skinwave_dynamicwaves:"off" ,skinwave_enableSpectrum:"off" ,skinwave_enableReflect:"on",settings_backup_type:"full",playfrom:"off",disable_scrub:"off",soundcloud_apikey:"" ,skinwave_comments_enable:"on",settings_php_handler:window.ajaxurl,skinwave_mode:"normal",skinwave_wave_mode:"canvas",pcm_data_try_to_generate: "on","pcm_notice": "off","notice_no_media": "on",design_color_bg: "111111",design_color_highlight: "ef6b13",skinwave_wave_mode_canvas_waves_number: "3",skinwave_wave_mode_canvas_waves_padding: "1",skinwave_wave_mode_canvas_reflection_size: "0.25",skinwave_wave_mode_canvas_mode:"normal",preview_on_hover:"off",skinwave_comments_playerid:"29459386",php_retriever:"https://myquestforthebest.com/wp-content/plugins/dzs-zoomsounds/soundcloudretriever.php" }; try{ dzsap_init(".ap_idx_22633_44",settings_ap29459386); }catch(err){ console.warn("cannot init player", err); } }); Interview Insights Top 3 Take-Aways from this Interview Organizational culture is fundamental for strategy, effectivitiveness, growth, and transformation of a business. A happy workplace makes happy customers. Culture is the pinacle of an organization. It is important to keep those who share the same values, drive, and goals because changing those is not very easy. Read the Show Notes from this Episode Robert talks about his uncle Steve, an electrician, and how building things with him inspired him and his works. [01:18] Robert recalls first meeting Zappos owner Tony Hsieh. [03:24] Roberts explains why culture is a feeling.  [10:45] Lightning Round [21:31] Subscribe to My Quest for the Best on Your Favorite App Click to listen and subscribe to your favorite place to enjoy podcasts below so you are the first to know when a new episode is released. My Quest for the Best is the podcast where ambitious small business leaders discover strategies and tactics to unlock their growth potential. Give us a 5-star rating and positive review to make it easier for other small business owners to find and benefit from our work! Expert Bio Robert Richman is a culture strategist and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture.Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful in improving the employee culture at hundreds of companies.As one of the world’s authorities on employee culture, Robert is a sought-after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace.Robert graduated from Northwestern University with a degree in film,

In this episode, we sit down with Robert Richman (Cultural Strategist) to talk about everything from the placebo effect to hacking your subconscious and the power of self-transformation.Robert is an international public speaker, culture strategist, co-creator of Zappos Insights, and founder of the Xpill experience. He delivers keynotes and experiences to Fortune 500 clients across the globe and is the author of several best-sellers including Culture Blueprint and X: The Story of a Magic Pill.Robert first took the concept of the "Xpill" to Burning Man in 2010 using red Tic Tacs. As a fan of the Matrix, he combined the concepts of the blue pill with the red pill to come up with the purple Xpill. The phenomenon struck a chord with people seeking self-transformation and from there, he began using it in his leadership coaching and even started an Xpill activation training course online.To learn more about Robert Richman or the Xpill, head over to www.robertrichman.com or www.xpill.com.ABOUT BEAUTY & THE BIOHACKER:Learn more: beautyandthebiohacker.comEmail us at info@beautyandthebiohacker.comABOUT RACHEL & KATIE:Learn more with Rachel Varga BScN, RN, CANS, Board Certified Aesthetic Nurse Specialist https://RachelVarga.caBOOK YOUR ONE ON ONE Virtual Skin and Aging Consultation with Rachel Varga here: https://RachelVarga.ca/get-startedLearn more with Katie Type A: https://katietypea.comCheck out Katie Type A's YouTube Channel: https://bit.ly/3le3MUJDISCLAIMER: Information in this podcast and interview is not to be taken as medical advice, and always consult with your Physician before making any lifestyle changes. The material shared by guests in this podcast is not the opinion of Rachel Varga or Katie Moore, and disclaims any responsibility of inaccurate credentials of guests or information used that may cause harm. Always consult with your licensed Physician before any lifestyle modifications.

Robert Richman is one of the world’s foremost experts in helping people create transformative growth in their lives and helping companies create cultures that unleash the power and potential of its employees. He’s a culture strategist and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture. As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace.   Resources talked about in this episode: Guest product - Xpill Guest book - The Culture Blueprint Guest website - Robert Richman  Guest social media - Robert Richman’s LinkedIn   Visit our social media for more information: Facebook LinkedIn Twitter If you want the latest news and tips to improve your health, visit the NBI website.

Robert Richman, expert on employee culture, joins the show to give us some amazing tips on creating positive company culture for those working and running a business from home.    Robert Richman is a culture strategist and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture. Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful for improving the employee culture at hundreds of companies. As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace. Robert graduated from Northwestern University with a degree in film, as well as from Georgetown University’s Leadership Coaching Program. He is a member of the Transformational Leadership Council, and he is based out of San Diego (though he’s on the speaking tour most of the time). You can explore his work at www.robertrichman.com  and www.xpill.com   To read the transcripts, watch the video interviews, and download other helpful resources go to coronavirussupportseries.com

Today's interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to them, employee experience and holocracy. This interview follows on from my recent interview – Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega – and is number 185 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today's interview is with Ben Velker who is Senior Vice President of Growth at Edgenet, a Nashville-based software-as-a-service company that provides industry-leading retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Ben joins me today to talk about how Edgenet has turned around it's customer service over the last two years, what they have done, how they have done it, why they didn't go done the ‘more tech' route and what that has meant for their business and their clients. This interview follows on from my recent interview – Zappos: Customer experience, employee experience, culture and holocracy – Interview with Rob Siefker of Zappos and Zappos Insights – and is number 186 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Welcome to episode 15 of the Radical Brilliance Podcast. Today's guest is Robbe Richman: who is going to talk about the X Pill. Robbe was instrumental in creating the culture at Zappos, and went on to found "Zappos Insights" which trains other companies to emulate the same kind of customer oriented culture. Robbe wrote a book about corporate culture called “The Culture Blueprint.” When we investigate what it takes to be truly brilliant, people have all kinds of ideas about what we need to add to our lives, and also what most gets in the way. Clearly, one of the things that most significantly hampers leading a brilliant life is holding on to old beliefs that no longer serve us. A lot of these beliefs are unconscious. You have probably experimented with all sorts of ways of dissolving belief already: the work of Byron Katie, the Sedona method, or Awakening Coaching. Through an experiment he conducted initially at Burning Man, Robbe Richman stumbled upon “The X Pill." It allows us to let go of limiting beliefs simply through a ritual and ingesting a pill. It has proven to be remarkably effective. In this episode, Arjuna offers himself up as a guinea pig to let go of a limiting belief, and to set a new intention with the Expo. Let's see if it works!

Evan Uyetake sits down with Zappos Chief of Staff Jamie Naughton. As Chief of Staff, Jamie works directly with CEO Tony Hsieh, focusing on the culture for which the company has become known. Her role is essential in creating and driving the architecture of the dynamic culture as well as focusing on culture R&D to ensure Zappos.com always stays relevant to both the employees and their customers. She also manages the work of telling the story of Zappos’ culture to the world. Whether through her role heading up the corporate communications team or as an external spokesperson, Jamie can be found traveling the country to work with world-renowned companies, authors, researchers, and business leaders to help spread the concept that by focusing on your employees and customers, good companies can become legendary companies. To connect with Jamie Naughton: www.Zappos.com Linkedin: /jnaughton/ Want to see the Zappos Culture first hand? Check out Zappos Insights: www.zapposinsights.com To learn more about The Young Businessmen of Tulsa: Facebook: /YBTOklahoma Twitter: @ybTulsaOK LinkedIn: Young Businessmen of Tulsa Website: www.ybtok.com To connect with Evan Uyetake www.patreon.com/yblpc twitter: @utalkie instagram: @utalkie LinkedIn: /evanuyetake email: podcast@ybtok.com This podcast is sponsored by Trost Marketing www.trostmarketing.com

Have you worked so hard only to realize you didn’t want it? That's the question Robert Richman asks from the stage of Mindvalley’s A-Fest. Robert is a culture strategist and co-founder of Zappos Insights. What he has learned from his years of experience is a method of helping people break through their blocks to access the power of their unconscious mind. Learn how you can craft your life by setting a world of intention.    Learn how to manifest the life your soul wants you to live in this FREE Mindvalley Masterclass: https://go.mindvalley.com/podcast_lvm  

SUMMARY Robert is an expert when it comes to building a successful culture within a company and shares his secrets in his book Culture Blueprint. He helped spread the legendary culture at Zappos by co-creating a training programme called Zappos Insights. Most recently however, he founded the company Xpill where created a transformative pill that is a mixture of the “blue“ and “red” pill and has seen both believers and non believers have transformative experiences as a result of taking it. FOLLOW ROBERT ON: Instagram: @robberichman YouTube: Robbe Richman Website: xpill.com

Zappos is considered a leader when it comes to customer experience, but it hasn't always been that way. When Rob Siefker, now the Senior Director of Customer Loyalty, started representing the company at conferences years ago, he estimates only 10% of people had heard of Zappos. Now that number is around 99%, and the company has become a model of how to create a customer-obsessed culture. However, the road to Zappos' success wasn't without hiccups. Zappos has been an evolving company from the start. When Rob started in 2004, he was working as a temp in the call center on a job that was only expected to last a few days. That didn't end up being the case, and he has grown with the company over the last 14 years. As Zappos has grown, one thing that has stayed the same has been the company's customer-obsessed mindset. Although customer trends, expectations, and technology have changed, Zappos has been able to stay true to its brand and respond to a changing environment. One of the biggest changes for Zappos occurred when the company shifted to a Holacracy model in 2013. Instead of using the traditional top-down organizational system, Zappos wanted to encourage innovation and empower employees by flattening the structure and distributing power. Zappos is now a leader in Holacracy, and it has been a great fit for the company, but it there were challenges along the way. There were a lot of unknowns with the initial transition, especially because no company of Zappos' size had ever tried Holacracy before. One of the things Rob said the company didn't anticipate was how to process the natural tensions that come with change. The new system was a bit disorienting at first, simply because it was something employees had never experienced before. Some of the early growing pains could have perhaps been mitigated if leaders had better anticipated the challenges and taught employees how to use the new system to instigate change. Rob suggests that other companies that move to Holacracy or make any sort of big structural change should recognize that people will likely have a hard time with a significant change and will need time to adjust. Rob recommends involving employees from the beginning of the process and answering their questions right away so they can see how the change will affect them before it actually takes place. Zappos considered its employees when moving to Holacracy and trained them on the new system, but it also wanted to move quickly, and there were areas where it could have been better to slow down and make sure everyone had a firm understanding of the new principles. However, the challenges of moving to a new system only solidified Zappos' customer-first culture, and the company came out stronger. Zappos Insights is a consulting arm where Rob and other employees mentor other customer service companies on running contact centers and putting customers first. The key thing for these companies to remember is that every business is different and there isn't one single playbook for success. Zappos has grown and evolved over the last decade, and it will continue to evolve as demands and technology change. However, Rob says that the focus always has been and always will be on building an emotional connection between customers and the brand. The company will continue to elevate its customer experience in new ways, including its Zappos Adaptive program that curates products for people who have disabilities or limitations that makes it harder for them to put on clothes and shoes. Zappos aims to provide better service to an underrepresented customer group and to all customers. Although it hasn't always been a smooth road, Zappos' ability to focus on customers and empower employees has allowed the company to take risks and come out stronger and smarter than ever before. Although every business is different, every company can learn from Zappos' customer-focused culture.

One of the reasons that companies get acquired is because of the community they have. The loyal customers, the active members, the people that are directly tied to the revenue that the company generates. When a company with a strong community is acquired, what should the new company do with their community team? Paula Rosenberg joined VHX, a service that allows you to create your own Netflix-style streaming subscription service, in 2015. A year later, they were acquired by Vimeo and, a year after that, Paula joins the show to talk about what Vimeo did right, in transitioning the VHX community team. Plus: The impact of community tools on subscription retention How Paula got her start by launching a community for students, as a student advisor Conducting seller research and how VHX spreads those insights throughout the company Big Quotes “One of the things that Vimeo did very right by us, and continues to do, that I think could have potentially gone terribly wrong, if we had some acquisition with a horrible company, is we not only all came over together, we all were able to still operate together as a team. We’ve actually become our own business unit. … We didn’t feel like we were being separated from one another. We didn’t feel like we were losing all the things we loved about our office culture when we were a small team. We got to take the best of that over with us.” -@NYC_Paula “[With] one of the [VHX] networks that has the most thriving forums on our platform … we’ve noticed that their top 15% of forum participants have been there since day one and still have not churned. That’s a really nice thing to say for engagement and how [the forums are] another way to keep your audience captivated.” -@NYC_Paula About Paula Rosenberg Paula Rosenberg oversees community for VHX, an OTT, or over-the-top, video platform that was acquired by Vimeo last year. She served as chair of the awards committee for cmad.co’s Community Manager Appreciation Day celebration in 2017 and will do so again for 2018. She is a freelance writer, a contributor to We Support and volunteers with Rabbit Rescue & Rehab. Related Links Paula’s website VHX, a platform that allows you to create your own Netflix-style streaming subscription service, where Paula is community manager Vimeo, a video sharing website that owns VHX cmad.co’s 2017 Community Manager of the Year award, chosen by a committee chaired by Paula We Support, a resource for community and support programs, which Paula helps run Rabbit Rescue & Rehab, a nonprofit organization where Paula volunteers Community Signal episodes with Carol Benovic-Bradley and Alexandra Dao, two other co-organizers of We Support Roxanne Schwartz, the fourth We Support co-organizer and only one who has not yet been a guest on Community Signal Blackboard, which provides collaboration tools for classrooms “What is a Cohort Program?” by Colorado Christian University Tina Michele, who works with Paula at Vimeo, providing community support Stephen Niebauer, head of community support for VHX at Vimeo Looker, a company that believes “everyone should have access, explore and understand the data that drives their business” “Case Study: How to Use Forums to Build Your Community” by Paula, the blog post mentioned on the show that she had not published yet, about a VHX network with a community where the top 15 percent of active members had yet to churn “Vimeo Acquires VHX, Bolstering Subscription VOD Tools” by Todd Spangler for Variety The IAC Building, located in the Chelsea neighborhood of Manhattan, which Paula works out of IAC, Vimeo’s parent company Darnell Witt, senior director of support and community at Vimeo Amazon Buys Zappos; The Price is $928m., Not $847m.” by Sarah Lacy for TechCrunch Zappos, an online clothing, shoe and accessories retailer Zappos Insights, which shares Zappos company culture on a wider scale BLACK&SEXY and Yoga with Adriene, two VHX-powered networks Paula on Twitter Paula on Instagram Transcript View transcript on our website Your Thoughts If you have any thoughts on this episode that you’d like to share, please leave me a comment, send me an email or a tweet. If you enjoy the show, we would be grateful if you spread the word. Thank you for listening to Community Signal.

Dr Michael Parke, Assistant Professor of Organisational Behaviour, and Vyla Rollins, Executive Director, LBS Leadership Institute discuss what it takes for leaders to create an effective emotional environment in the workplace, and the dangers of suppressing negative emotion. Contributors from Google and Zappos Insights share their experience of embedding the right emotional climate at work. Contributors: Karolina Lewandowska, Change and Transformation Manager, Google Jon Wolske, Culture Evangelist, Zappos Insights

Permission to Speak Podcast. Hosted by Leadership Communications Expert Kelly Vandever. Episode #29 - Hollie Delaney & Christa Foley of Zappos. Permission to Speak is the video blog and podcast that loiters at the intersections of leaders who want their people to speak up, technology that facilitates connections, and results that serve an organization’s higher purpose. Topics covered in this episode include: - Zappos Insights helps other organizations implement employee engagement within their organization - Treat people like you want to be treated - Zappos’ core values - Hiring people who fit into your culture - Recruiting gets the final say when it comes to a core values alignment of candidates - 5 week on-boarding program, almost half of which is a deep dive into the core values of the organization - Also spend 40 hours learning how to do the frontline job talking with customers - Provide holacracy training as well during the on-boarding program - Values very much part of the day-to-day at Zappos, so much ingrained in what they do every day - Distributing authority and what that looks like in holacracy - Glass Frog, Zappos’ internal tool - Freedom to do what you want to do within your career and get the roles you want - Purpose focus - There is still a hierarchy in holacracy - Organized in circles - Are you upholding the purpose of your role and the organization’s purpose? - Focus on delivering “Wow” experiences - Process tensions - Bigger the company, the harder to be in touch with the front line and the customer - Holacracy provides a much faster path for issues at the front line or with customers to be processed, without having to go to formal chains of command but by going directly to the person with the accountability - Holacracy was a way to serve both internal and external clients and keep nimble with what really matters - Tactical meetings and governance meetings at Zappos - With the shift to holacracy, Hollie found it more fulfilling that people came to her because they wanted to and needed her help versus because they had to because she was “the HR director” - You don’t need holacracy to expect that people will be responsible for their jobs, they are now. Be there to provide help and guidance when they need it versus dictating how they need to do their jobs. - In manager role, it’s easy to get trapped in a “hero” save the day mentality. Get out of employees’ ways. If expectations are clear, let people get their jobs done the way they want as long as they’re meeting their purpose. - Misperception the media has about holacracy - The purpose of Zappos Insights is inspire organizations to make work better and more fulfilling - Zappos Insights was formed in 2008 to field questions that came up from other organizations/executives related to the Zappos culture. - Zappos Insights website has testimonials of some organizations about their experiences with Zappos Insights - Small shifts can make a big difference in morale and impact productivity and customer experience - Wishes program - At Zappos they don’t have to have a program that work for every group, it’s OK to have multiple, smaller programs by department (instead of trying to have one size fit all) - $50 co-worker bonus program, each person can give any other employee $50 a month - Community charity program - Co-mingling of personal and business is part of the Zappos’ experience, the company’s more than just a job, where family brags about Zappos and wants to wear Zappos gears - Doesn’t need to be a divide between work and life, it’s just life

In this episode, Devi chats with Robert Richman about hacks that you can leverage to make quantum shifts in your life, your business, your community, your relationships, and your mindset as a Spiritual Entrepreneur.  During this episode, Devi and Robert dive into: What is company culture and what is culture hacking? How do you hack mindset to shift the culture of a company? How to hack the interview process to hire employees that truly share in the company values. How to identify vulnerabilities in a company system. How to identify and leverage frustrations within a company to create a more productive and profitable business. His number one hack for getting the most honest feedback from your customers, employees and personal relationships. How to connect with high powered executives and win with your clients by putting a clear "yes" in front of them. NPS & The Ultimate Question. The power of experience. The story behind Zappos Insights and how it came to be. 3 big takeaways Robert received working at Zappos. Belief Hacking The BS test for the true values of a company. Tony Hsieh's book "Delivering Happiness". Harrison Owen and the Open Space Event concept. Robert's new book that is coming out "The Power of Nothing". How to move onto a bigger stage for your mission and message. How to find your next big innovative idea. Why you should step into new ventures from a place of data. Travel hacks. High Performance hacks. The power of community in our spiritual experience. The Pomodoro technique. How to identify your values. Robert's favorite hacks for time management. His number one hack for finding your "why" in life. Robert's #1 Mobile App Hack. Apps that Robert likes: Zoom, Focus List, Boomerang, Shazam, Spotify, ... The hack of Silence. and more... Learn more about Robert:  Robert Richman is a culture strategist and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture. Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful for improving the employee culture at hundreds of companies. As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace. His new book, The Culture Blueprint, is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture. Robert graduated from Northwestern University with a degree in film, as well as from Georgetown University’s Leadership Coaching Program. He is a member of the Transformational Leadership Council, and he is based out of Los Angeles (though he’s on the speaking tour most of the time). Resources Mentioned in this episode: On his website: robertrichman.com Robert's podcast, Culture Hackers: culturehackers.com The "X Pill": xpill.com Special gift from Robert for the listeners of the show (FREE audio version of his book, The Culture Blueprint): cultureblueprint.com/audiobook/ Have a listen!  

Robert is a culture architect and Author of the upcoming Culture Blueprint. He launched and built Zappos Insights, the Zappos Family company dedicated to helping businesses with their cultures. As an entrepreneur within Zappos.com, Robert built the business model from a proof of concept website, into a thriving multi-million dollar business helping over 1,000 people every month.

What does it take to create a great culture? If anyone knows, it is Robert Richman. He wrote the book on it, The Culture Blueprint, and after embedding himself at Zappos, co-founded Zappos Insights, the program that helps leaders learn the secrets behind the online shoe company’s game-changing employee culture. Over breakfast at the Mondrian Hotel in West Hollywood, we talked about the system dynamics of what connects people, why great cultures are noisy, how Zappos is able to constantly re-invent itself, creating a startup mentality inside big companies, the power of re-imagining meetings, and why culture is like an operating system.

What does it take to create a great culture? If anyone knows, it is Robert Richman. He wrote the book on it, The Culture Blueprint, and after embedding himself at Zappos, co-founded Zappos Insights, the program that helps leaders learn the secrets behind the online shoe company’s game-changing employee culture. Over breakfast at the Mondrian Hotel in West Hollywood, we talked about the system dynamics of what connects people, why great cultures are noisy, how Zappos is able to constantly re-invent itself, creating a startup mentality inside big companies, the power of re-imagining meetings, and why culture is like an operating system.

Our guest today is speaker, cultural evangelist and rock star, Jon Wolske. Listen as Jon explains how crucially important a unique culture is to every company and how Zappos Insights has reached the heights that it has. In this interview, you'll find out: Jon's definition of company culture What makes Zappos Insights' culture so unique Jon's advice to entrepreneurs just starting out And much more To get the full show notes, transcripts on this episode check us out at www.befurniture.com/episode53 You can also connect with us on Twitter @BeFurniture or personally to me, @BEJohnGardner Click the links to subscribe on iTunes or Stitche

Sonia Arrison best-selling author and analyst who has studied the impact of new technologies on society for the better part of two decades. Her book 100 Plus: How the Coming Age of Longevity Will Change Everything, addresses the social, economic, and cultural impacts of radical human longevity. A national best-seller and listed as one of the “Best Books of 2012″ by the Financial Times Monica Reinagel licensed nutritionist and author of the Inflammation Free DIet Plan. She's also the creator of the popular weekly podcast, The Nutrition Diva. You've seen or heard her her on Dr. Oz, the TODAY show, NPR's Morning Edition, Oprah Magazine and in the nation's leading newspapers and magazines Robert Richman culture strategist and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos' amazing employee culture. He built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. His new book, The Culture Blueprint, is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture Steve Acho Detroit-based pop-rock artist that has seen over 3 million downloads and streams of his music, has been featured on local and national TV and radio, and performed across the U.S. and as far as Australia, Italy and Japan - including being featured on Japanese TV

Sonia Arrison best-selling author and analyst who has studied the impact of new technologies on society for the better part of two decades. Her book 100 Plus: How the Coming Age of Longevity Will Change Everything, addresses the social, economic, and cultural impacts of radical human longevity. A national best-seller and listed as one of the “Best Books of 2012″ by the Financial Times Monica Reinagel licensed nutritionist and author of the Inflammation Free DIet Plan. She's also the creator of the popular weekly podcast, The Nutrition Diva Robert Richman culture strategist and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos' amazing employee culture. He built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. His new book, The Culture Blueprint, is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture Steve Acho Detroit-based pop-rock artist that has seen over 3 million downloads and streams of his music, has been featured on local and national TV and radio, and performed across the U.S. and as far as Australia, Italy and Japan - including being featured on Japanese TV  

Robert is a culture architect and Author of the upcoming Culture Blueprint. He launched and built Zappos Insights, the Zappos Family company dedicated to helping businesses with their cultures. As an entrepreneur within Zappos.com, Robert built the business model from a proof of concept website, into a thriving multi-million dollar business helping over 1,000 people every month.

Robert Richman is a culture architect and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture.  Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been responsible for improving the employee culture at hundreds of companies like Procter & Gamble, Whole Foods and Amazon.  Previously a Zappos spokesperson and authority on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace. His new book, The Culture Blueprint, is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture. More information is available at his website, www.RobertRichman.com.  Culture Culture exists when there are more than 2 people in the room. Culture is about beliefs.  Impact beliefs by experience.  Strong vs Weak Culture Not good or bad cultures — strong versus weak cultures Weak culture is one in which there is not alignment between actions and values folds Strong culture you can walk in and see the values in action without anyone telling them the story Improv Not improv for performance, but applying principles to a group Agree and take to the next level Start with the smallest of acts Practice failing Costs of Weak Culture Unfulfilled promises to employees and customers Lack of trust to bring best self to table Subtle discomfort and insecurity Results of Cultural Experience Emotional Honesty — gives way to open communication when someone is real with you, that’s when you can trust them The Book Improv and open space work best when culture already strong Book is about getting tight into vision and values Basic elements of culture — on boarding, creating leaders, teaching customer service Successful Onboarding Extend time for on boarding Have several people start at same time Create two-way conversations around expectations and what’s needed for success Why Open Space? Culture ownership needs to be on the leaders and the people Open space is team building and strategy session at same time Unlocking creating potential of company If a place like Zappos who usually gets 10-20k calls a day can take a day and turn off phones to work on themselves, other companies can as well. The Power of Stories Story telling is “cultural currency” getstory.com — power of somebody seeing themselves in the story    Related episodes: Ken J, Dan M

Robert Richman - Have you ever noticed that many of the most admired companies these days tend to have one common thread, and it's not just a great product? They have one thing that everyone seems to be talking about, despite what industry they are in, where they are located, or what they do. That one thing is culture. Culture has become a buzzword that gets thrown around in every coffee shop in Silicon Valley. Every CEO dreams of building a culture like Zappos, or Apple - where the employees seem to literally LOVE their job. But what exactly does it mean? And how does a company build a truly incredible, profitable, and unifying culture? Additionally, how do you as an individual figure out which organizational cultures are better for you? We answer these questions and many more this week when we speak with speaker, author, and culture architect, Robert Richman.   Robert is the author of the upcoming book, The Culture Blueprint: A Guide to Building the High-Performance Workplace. Robert was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture. Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been responsible for improving the employee culture at hundreds of companies like Procter & Gamble, Whole Foods and Amazon.  As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace. "To build a strong culture you have to first ask yourself, 'What is most important to us above everything else?'" - Robert Richman Quotes from Robert: What we learn in this episode: How did Zappos build one of the most incredible corporate cultures in the world? As an employee, how do you find cultures that align with your values? What works and what doesn't work when building culture in an organization? How do you create alignment in an organization without setting in place too many rules? Resources: The Culture Blueprint: A Guide to Building the High-Performance Workplace - Pre Order Today! http://www.robertrichman.com/

A good job is the most important factor in helping people escape poverty. How do some employers create consistently high-quality jobs for even front-line employees, while their competitors offer only middling pay and poor employee satisfaction? This event highlights how companies can invest in their front-line workers to create a better workplace and strong results for customers and shareholders. The event features three companies from the Hitachi Foundation's Pioneer Employers Initiative, which focuses on the business case for investing in front-line workers. This initiative has identified nearly 100 companies that are securing a sustainable competitive advantage through increased productivity, revenues from new market segments, and improved quality of product or service by creating genuine opportunities for employees to thrive in the workplace and move up the economic ladder. This event features Drew Greenblatt (President, Marlin Steel), David Owen (Primary Care Medical Director, South Jordan Health Center), Kelly Wolske (Senior Trainer, Zappos Insights), and moderater Steven Pearlstein (Columnist, The Washington Post ). This event is part of the Working in America series, an ongoing discussion series hosted by the Aspen Institute Economic Opportunities Program that highlights an array of critical issues affecting low- and moderate-income workers in the United States and ideas for improving and expanding economic opportunities for working people. For more information, visit as.pn/workinginamerica. The Economic Opportunities Program advances strategies, policies, and ideas to help low- and moderate-income people thrive in a changing economy. We recognize that race, gender, and place intersect with and intensify the challenge of economic inequality and we address these dynamics by advancing an inclusive vision of economic justice. For over 25 years, EOP has focused on expanding individuals' opportunities to connect to quality work, start businesses, and build economic stability that provides the freedom to pursue opportunity. Learn more at as.pn/eop.

Loretta McNary Live is a premier blog talk radio show created for an empowered, active, and diverse TV, radio, social media and online listening audience. LML uses a progressive live call in format to target an ever expanding market of online listeners wanting an impressive menu of meaningful, insightful, and authentic conversations Our guest today is Robert Richman, Manager Zappos.com.. Robert Richman is a culture architect and author of the upcoming Culture Blueprint. Robert launched and built Zappos Insights, the Zappos Family company dedicated to helping businesses with their cultures. As an intrapreneur within Zappos.com, Robert built the business model from a proof of a concept web site, to a thriving multi-million dollar business helping over 1000 people every month. Business leaders, managers and entrepreneurs now take the Zappos Insights training to discover how a workplace can help people grow, inspire amazing service, and ultimately drive revenue. Previous to joining Zappos, Robert developed digital marketing strategies for brands including Tony Robbins, Sony, Billboard, and best-selling business authors. Robert co-founded the Affinity Lab, a collaborative workspace for entrepreneurs that continues to graduate over 150 businesses in Washington, DC. He is also a Georgetown-trained leadership coach, delivers keynote speeches on company culture, and advises leaders how to create self-sustaining cultures in their own organizations.

What is your story? How do you tell it? What does your story say about you? Michael Margolis is the son of an inventor and artist, Michael’s fascinated by how ideas socialize into reality. By the age of 23, Michael was a founding member of two pioneering nonprofits in the social enterprise sector. Despite early success, Michael felt something was missing from the conversation. This led him, a decade ago, to discover storytelling as a lynchpin of the change-making and creative process. Today as President of Get Storied, Michael oversees an education and media eco-system including Story University, The Reinvention Summit, and The New Storytellers podcast series. Despite his unusual methods, Michael’s work has been featured in Brandweek, Fast Company, and Storytelling Magazine, among other places. He is currently developing a next generation Culture Training Curriculum in partnership with Zappos Insights. Michael is also the author of Believe Me: A Storytelling Manifesto for Change-Makers and Innovators, which you can download for free at www.getstoried.com. With a degree in cultural anthropology, Michael is a student of life’s basic questions and greatest dramas. Growing up in Switzerland and Los Angeles, Michael splits the difference now living in the east village of New York City. He eats more chocolate than the average human and likes to geek-out on technology, 70s ghetto funk, and Indian curry. His TV guilty pleasures include Celebrity Rehab and Millionaire Matchmaker. You can connect with Michael on Twitter via @getstoried.