This is what Rune had to say:
1. Were you directly influenced by Zappos and how they work to their core values?
Yes, I read Delivering Happiness and it really resonated with me. In fact, I now give the book to each of our managers. People don't just work for money - enjoying what you do is critical to success and also helps to improve teamwork and make the company feel like an extended family.
2. How did you get employees on board, or like Zappos, were they recruited to fit in with the company values and ethos?
It has been a mixture - we started recruiting more conventionally, but have now reached a stage where we can be more Zappos in style. We were already up and running when I read the book and since then we have taken on a new way of recruiting. We have similar ways to Zappos of working with people, when they join are company, and when they want to leave also. You have to be happy and enjoy your work and there needs to be a certain level of trust. We also try to guide people into jobs which actually suit them, that’s the difference in our recruiting processes now.
3. What have been the benefits to the business in terms of customer engagement, brand reputation, bottom line?
For us, it has not been primarily an outside world-facing thing from the outset. But what it has meant is that it has been easier to recruit, easier to build effective teams. That has led to enabling us to launch products faster, and it ultimately filters through to us being able to deliver consistently better customer experiences in comparison to our competitors.
4. How have strong company values aided innovation?
I think that my answer to this is tainted by my cultural background. I am Scandinavian (Danish), flat structures rather than hierarchies are what I consider to be normal practice. However, for an non-Scandinavian, the level of feedback you generate from the “shop floor” with the Zappos style will perhaps appear just as surprising, and become a new driver of innovation. We get massive amounts of continuous feedback from all levels in our teams – we all want to do the best job we can, so we are always driving for changes that can make things work slightly better. That helps us to maximize our effectiveness in both people and technological terms.So that's it really. When you choose Local Fame
to help you with your online marketing you're working with a team that's dedicated to innovation and creativity. We love what we do and we're always striving to make it just that bit better. We're lucky enough to work in an organisation that encourages and supports us to start out excellent and then get better. Oh and to have fun while we're doing it. Nice to know isn't it?