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What's the ROI on Being Awesome?

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#11
Good Answers Alex & Ed! Thank you both.

Zappos is pretty innovative. I hope more people take their stance. I have seen so many companies who bring people in and think they have to accept their bad behavior because of their "expertise". It's crazy! One bad apple can spoil the whole bunch - completely ruining the atmosphere for everyone. It's hard to see employees who love what they do, and do it well, dread going to work because of someone who kills it for them.
 

✨ AI Highlights

The thread discusses whether exceptional customer service and company reputation deliver measurable ROI, with participants concluding that "being awesome" generates returns primarily through repeat business, referrals, and customer loyalty rather than traditional metrics. A key debate emerges around whether authentic excellence must be genuinely ingrained in company culture and hiring practices (as exemplified by Zappos) or can be achieved through trained procedures, with the consensus leaning toward the importance of authentic commitment and the right people over process alone. The overarching insight is that while ROI on being awesome is difficult to quantify precisely, it's fundamentally a sound investment because it costs mainly time and effort yet creates invaluable customer advocates.

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