My discussion with Tony Hsieh about the Zappos culture made me think about a scene from “Any Given Sunday” where Al Pacino addresses the football team that he’s coaching. Pacino’s speech is about how winning takes every player to focus on every element of every play; as a team.
My take: Pacino captures the essence of culture’s role in delivering great customer experience. Any CEO trying to fix her/his firm’s customer experience problem should think about Pacino’s words:
Either we heal as a team or we’re going to crumble; inch by inch, play by play, until we’re finished.
The bottom line: Customer experience is made up of millions of inches, delivered one inch at a time.