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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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

One thought on “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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