Zappos’s Tony Hsieh on Company Culture & Customer Service

This morning I was walking around Capitol Hill listening to the opening keynote that Zappos’s CEO Tony Hseih gave at SXSW on company culture and good customer service.  I think this is a must listen to.  Like, listen to this right now.

If you’re in a position of leadership, it’s important because you’re going to walk away with some solid nuggets about how to run your business.  If you’re an employee, it will give you some things to look for when you decide where you want to work.

I feel incredibly blessed.  I believe that our leadership team at Clearspring, especially our CEO Hooman Radfar, really gets what Tony is talking about in this keynote.  I feel like we have a great company culture, where folks are excited to go to work everyday.  We also put a high premium on quality customer service.


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A State Dept. Diplomat Starts Using Twitter

This is SOOO cool. Deputy Assistant Secretary of State for Public Diplomacy Colleen Graffy has recently started using Twitter.  Right now she’s tweeting while on her trip through Iceland, Croatia and Armenia.

Despite what you see and hear on TV, there are actually good people doing good things in the government.   Something like what Colleen Graffy is doing on Twitter has the potential to bring so much interest and excitement to the State Department and public diplomacy that they would have NEVER seen otherwise.

People don’t want to be all up in the State Dept’s business.  We don’t have time for that or at least I know that I don’t.  Twitter allows for that comfortable level of ambient intimacy.

I challenge other government agencies to follow suit and start using Twitter as a tool for building community around their actions and ideas.

(Via Dipnote)

Dell, Twitter, and Some Sound Advice About Communications Strategy in a Web 2.0 Era

My friend Shel Israel is working on his book Twitterville and recently posted his notes about his conversations with the team at Dell that uses Twitter.

The last 3 paragraphs of his notes are just jam packed with some killer truth.  I wanted to especially share those with you.

It is our strategy not to speak with one voice. A blogger who influenced me once wrote that he just can’t have an intelligent conversation with a Coke Bottle. People do not wish to speak with brands. They wish to speak with people. And at any big company, different people have different passions and knowledge sets.

Twitterville is wonderful for getting the message in from these 100 people Tweeting than our getting messages out through the 21 Twitter accounts. Twitterville is great because people tell you when you screwed up as quickly and as often as they tell you when one of your representatives was wonderful.

During tough economic times, it is even more valuable. You don’t need expensive focus groups anymore.Twitter is part of a social media strategy that allows us to bring customers into our company and walk down the hallways with them talking about things we share in common and very often those are Dell things.”