Watch this video from Tony Hsieh the CEO of Zappos, which sold this summer to Amazon for $928m.
I have ordered the Zappos Culture book he mentioned (just email email@example.com and they’ll post you a copy) and downloaded the Tribal Leadership audiobook from here (use California 90210 for your address in the registration screen). Wonderful stuff.
Most Irish businesses are still a decade behind the US exemplars when it comes to customer service. But one of our clients who really seems to get it is Louis Fitzgerald Hotels.