Your Customer Focused Mission
Does it live consistently across your company?
Clarity of purpose extends well beyond the boardrooms of beloved companies. It unleashes the organization’s imagination to make decisions guided by its promise. It’s no wonder that companies with clarity of purpose have the most loyal and engaged employees. The opportunity to deliver to a clear purpose elevates day-to-day tasks, giving work direction and joy.
Internet clothing and shoe retailer Zappos earns 75 percent of their daily orders from repeat customers. Clarity of purpose fuels its customer devotion. Zappos wants to be known as a service company that happens to sell shoes, handbags and an expanding array of products in the future. The lens through which the company makes decisions is service.
This clarity frees everyone there to live the “Golden Rule” in the way they work.
Zappos Clarity of Purpose
One decision Zappos acts on every day is helping customers find a pair of shoes, even a pair they don’t stock. Customer Loyalty Reps who take customer calls are encouraged to know competitors’ Web sites for one simple purpose: Service. If a customer calls Zappos for a shoe it doesn’t have, their Reps will search the Internet to help the customer find it. Customers are continuously amazed, delighted and dazzled by this act of genuine customer care.
Zappos’ clarity of purpose – that doing the right thing for the customer is ultimately the right thing for the business – transcends any short-term gain it might get by pushing the customer toward another shoe they have in stock.
