It is like going to the gym!

It needs to be long-term to show results.


Soft Skills Training is a marathorn, not a sprint!



But eventually you will see results!



You want hard numbers?

How about an online shoe store from US$1 million to US$1 billion in 8 years.

Main reason: fanatical focus on company culture, the soft skills!


Every New Hire: 7 Weeks Culture Training!

Zappos Shoes talk about importance of people as a brand

How soft skills affect the bottom line

February 2016

Tony Hsieh, CEO of Zappos on branding through its people:

"We view our call center as a branding opportunity.
Every phone call is a branding opportunity."

Zappos is an online, Fortune 50 shoe shop. Founded in 1999, the company went from US$1.6 million in sales in 2000 to US$1 billion in 2008. In 2009, it was the highest-ranking newcomer in Fortune magazine's annual Best Companies to Work For list (see video at 7:42) and later in the year was acquired by Amazon for more than US$1.2 billion.

One reason for Zappos' success? HSBC Global Connections wrote, "Workers get seven weeks of training on company culture and how to make customers happy..."
(reference: Jeff Beer, Canadian Business magazine, April 18th, 2012 HSBC Global Connections)

Question to ask a company:

How many weeks does your company give to your new hires?

Forbes magazine talks about how it is all about company culture at Zappos.
Harvard Business Review: CEO talks about hiring for culture fit
  • Personal Emotional Connection (PEC)
  • A death in the family and customer forgot to return shoes, sales rep would send flowers!
  • Invested time, money, and resources in three key areas: customer service, company culture, and employee training