The fourth of four symposiums I have attended was kicked off by John Carroll at noon on Tuesday, March 10th. No complaint on the weather or the venue in San Diego they were both beautiful. Ron Kaufman was introduced as the MC for the three days. Ron performed an admirable job of learning the background of each of the speakers he introduced which enabled the attendees to better know each presenter. Our first keynote, Erica Javellana of Zappos!, discussed the creative beginnings of Zappos! by their founder Tony Hsieh. Tony was looking for a certain type of shoe to purchase and when he couldn’t find them, decided to start a company and make them. Erica went on to discuss the ten core values that the employees created which shaped their culture and a set of values that they could then use to hire and fire. The processes, values and culture that Zappos! has put in place give us a solid look at what we will be experiencing with upcoming generations entering the workforce. Following Erica’s talk there were several captivating panel discussions to choose from and enjoy. Karl Hohmann of ServicePower and I chaired a breakout session discussing Hybrid Workforce Strategies to accommodate Third Parties and Contingent Labor. We enjoyed interacting with twenty attendees, 10 having had previous experience with third parties. The discussion was lively and could have gone much longer with good discussion on the pluses and minuses of these topics.
2015 Smarter Services™ Symposium Recap: Observations (Part 1) by Cary Chapman, Advisory Board Member
Topics: service workforce, contingent labor, net promoter score, Talent Management, News, Perspective, service culture