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.

Some interesting stimulus ahead of Wavelength USA 2016!

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.

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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!

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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.

Wavelength-USA

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.

Tony Hseih, Zappos