Resources

How do great companies create a culture of service excellence to wow their customers and stakeholders? Check out the posts below to find out more.

How to Remain Relevant In a Disrupted World – Innovation Insights from Silicon Valley

Adrian Simpson, Wavelength’s Co-founder and Chief Connector, distils the pertinent themes from their recent immersion into Silicon Valley, sharing insights from some of the world’s most forward-thinking businesses including Airbnb, W.L. Gore Associates, GE and The Ritz-Carlton Hotel Company.

Welcome to Wavelength USA 2018

Silicon Valley’s leading companies, VCs, thought leaders and organisations in the midst of business model transformation will be part of Wavelength USA 2018. They will share how to thrive in a digitally disrupted world, lead through disruption and create thriving cultures to create amazing service.

Photos from Wavelength Connect 2018 On Your Marks event

We have kick-started Wavelength Connect 2018 with a fantastic On Your Marks event held at a very cold Sheepdrove Farm! Take a look at the photos…..

Service Excellence is all about the interactions, not the transactions. An interview with Wavelength’s SpeakersHub Sue Stephenson

“A great organisational culture is a way of thinking, behaving and working that’s rooted in interactions between teams, management and external stakeholders. It’s about embedding the core values into every touch point.”

Is Aravind Eyecare the world’s finest organisation?

Over the last eight years, we have invited the leaders from this remarkable organisation to join us on Wavelength USA and to share the Aravind story at Wavelength Connect, so in February 2018 Wavelength Co-Founder Jessica Stack and I decided to visit Aravind in Chennai and Madurai, India, to see it for ourselves. What we found impressed us so much we are returning in January 2019 with Inside Aravind, taking a group of 20 clients to inspire and provoke them about what a highly successful, purpose-driven business looks like.

From doom and gloom to new possibilities. Reframing the narrative around a changing workplace. An interview with Wavelength’s Speakershub Steve Cadigan

With his extensive experience and connections in Silicon Valley, Steve Cadigan, former VP of Talent at LinkedIn, is witnessing a huge paradigm shift in the workplace, as technology and changing employee demands turn traditional talent management practices on their head.

Illustrations of the talks from Connect 2016 On Your Marks event

Our wonderful illustrators, Matt and Danny, produced these illustrations live at On Your Marks as our speakers were speaking. A wonderful record of the stories and insights each speaker shared with us. Click on each to view a larger image and enjoy!

Some stimulating reading and videos ahead of Wavelength USA Tour 2015!

Wavelength USA is one of our two annual study tours. Wavelength USA gives our participants unique opportunities to get inside some of America’s most pioneering and successful businesses and into the heart of the digital revolution in Silicon Valley.

Inside Service Excellence

Wavelength are just back from a short, sharp dose of inspiration and provocation in the USA visiting Ritz-Carlton Hotels and Henry Ford West Bloomfield Hospital. Take a look at our great photos to see where we went, who we met, and what we learnt along the way.

Gerard van Grinsven on the Power of the Purse

Gerard Van Grinsven is the CEO and President of the Henry Ford West Bloomfield Hospital in the USA. In this video Gerard briefly describes his journey into the healthcare profession having had no prior experience and how he convinced his senior clinical leaders to build a new hospital that would take health and healing beyond the boundaries of imagination.

The Service Company that Happens to Sell Shoes. Tony Hsieh, Zappos CEO, on Delivering Happiness

Tony Hsieh is the CEO of US based Zappos.com, an online apparel and shoe store (the largest online shoe store in world), which has now been acquired by Amazon. Prior to joining Zappos, Tony co-founded the internet advertising network LinkExchange which he sold to Microsoft in 1999 for $265 million. In this video Tony talks about his early experiences as a young entrepreneur and how they influenced the development of Zappos.com, particularly describing how the company focuses on keeping its customers and employees happy.