Why does the United States and the Czech Republic train staff training as a corporate culture?

&http://www.aliyun.com/zixun/aggregation/37954.html ">nbsp; I was reading "three pairs of shoes" written by Chinese-American Hsieh, and I was thinking of a question: why does the United States and Czech Republic (ZAPPOS) regard staff training as corporate culture?

The United States and Czech Republic was founded in 1999, until the 2008 sales of 1 billion U.S. dollars to start to profit, when it was 5 years old, it began to train staff. Later Hsieh introduced, "the United States and Czech step to the time, money, resources into three areas: customer service, corporate culture, staff training." Our long-term strategic competitive advantage is our brand, our culture, our training. Everything else can and will eventually be replicated by others. ”

The core of the staff training is the construction of enterprise culture, its specific content is to 10 core values recognized, and under the guidance of such values, and constantly improve the customer experience.

The United States and Czech Republic step, the customer experience is very specific, it is through the customer service and every contact to achieve, this "every contact" in every phone, every time on the network conversation, every email, they are the opportunity for customer experience, but also the opportunity to build a brand. Customer service and customers will experience countless such contacts every day, if this contact with culture, customers will leave a permanent memory.

The United States and Czech staff training in fact to do is to do two things, the first thing through training to allow employees to recognize the 10 core values, the second thing is to train employees in contact with customers, the performance of delivering values personalized diversity.

The United States and Czech have used many words to describe the standards that customer service should have in helping the company build relationships: These standards are "open, honest, positive, emotional, honest, compassionate, friendly, loyal, kind to others, pluralistic, broad, effective, candid, warm, exciting, and. In the state of being, passionate, ... "The more communication you have with your customers, the more positive your impact on the company, the more valuable you are in the company," the company called on its employees. The company wants every employee to take a step forward in this direction.

An enterprise on the Internet, especially in the consumer, its customer experience, brand transfer, relationship building, through personal to individual "every contact" to achieve. Traditional advertising-style brand packaging is not suitable. Through training, to help employees to establish a unified value of values at the same time is a pluralistic form of individuality, is the Internet to achieve word-of-mouth dissemination of the right path.

I think, this is the United States and Czech step to staff training as a cause of corporate culture!