Employee Motivation: Driving Front-Line Behaviors

Zappos offer 1,000 for employees to quit right now as a way of weeding out unmotivated employees (cheaper than doing it later too).

Link to Zappos: $1,000 to quit story: http://bit.ly/QHq7n

If you don't empower employees, the video of them spitting in the hamburgers ends up on YouTube.

Give employees opportunities to become hereos.

Don't fit square pegs to round holes. The tech guy who is scared of talking to girls shouldn't be front of house.

In-N-Out [!] fast food - 80% of managers started out on the front line serving.

Remember the little things: uniforms (18 y.o. doesn't want to look like an idiot at work).

Write thank you notes - see @bobulate's great post on this: http://is.gd/4E6sz

SouthWest Airlines used as an example *again*. They have had so much great press from their service approach.

Now critiquing slick, hype laden United Airlines ad. United is never going to exceed that expectation.
United's 'exceeding expectations' ad: http://bit.ly/Z9jRr

If you don't exceed consumer expectations, they'll mock you: http://bit.ly/rI2ef

That United Breaks Guitars vid has had 5.7m views on YouTube: http://bit.ly/rI2ef

To focus only on the consumer misses half the opportunity. Must also focus on front line employees!

Continuum win best presentation of sdnc09 so far. Service staff as brand ambassadors. Great insight & examples.