CX Tip #20: Use Founders to Instill Values with New Employees

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CX Tip #20: Use Founders to Instill Values with New Employees
(Purposeful Leadership, Employee Engagement)

The first day at work for new ZocDoc employees includes lunch with the company founders. During the course of the meal, employees hear about the early days of the company, what the executives are focused on now, and what they love about the organization. Employees hear about the 7 Core Values and see them in action. In particular, this lunch reinforces the “Speak Up” core value which is about leadership accessibility and that everyone in the company has a voice – that their questions and opinions matter.

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About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to CX Tip #20: Use Founders to Instill Values with New Employees

  1. I think that’s an excellent way to start a relationship. I recently took a contract with an insurance firm and the first day, the president and the VP Operations shared their vision of where the company is going, short term and long term. It gave me a warm and fuzzy feeling about the company and I could see my role in helping them get there.

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