Robert Richman
Featured Video

Current: Surprise and Delight Your Customers

Time 02:32

Culture Hacking

Robert Richman, former Culture Strategist for Zappos.com, spent years teaching companies how to develop strong culture and service. He put together a step-by-step guide (The Culture Blueprint, coming out this fall) to develop culture at any organization. “It takes a lot of commitment and dedication. Sometimes it takes years. So I became obsessed with how change could happen fast, with high impact, with few resources, at every level. I found it in hacking.” Robert discovered how the principles of hacking can be applied to culture. Even if you have no experience with code, you can learn how to be a culture hacker and create shifts, immediately.

The Values-Based Company

Values-based companies have employees who manage and motivate themselves. Robert shares stories of the strength of the core values at Zappos.com, then shares the science behind why they work so well. Once you learn the secrets behind how values work, Robert then takes the group through a process of becoming familiar with their own core values. Lastly, Robert leaves the group with a process to use in discovering and then implementing the values across the organization.

Employee Engagement

Engaged employees are productive, efficient, have a great time, and stay for decades. This means low turnover, and highly motivated employees you don’t have to micro manage. Robert shares his experiences from Zappos (A company that became the #6 Best Place to Work in America). He then shares the key to how engagement works and gives the audience a model they can use to immediately create their own engagement programs that can be implemented right when they return to the office.

The Game Changing Experience

Robert begins by speaking about how Zappos forever changed the online shopping experience, and then set the standard for best-in-class company culture (in other words, the employee experience). Then in 2009 CEO Tony Hsieh challenged Robert to turn culture itself into a product to sell.

"We started by trying to sell information, and I quickly realized that tips and tricks only go so far. The biggest factor in culture change is what people believe is possible. And you can't talk someone out of their beliefs. At best it doesn't last. And at worst it's manipulative. Instead you can design experiences where the truth is so obvious that change happens, effortlessly."

Robert shows how the intersection of service, staff, and customers is the experience itself. And experience designers are the rock stars of the business world.

To demonstrate the power of experience and belief change, Robert tells the story of how he took his favorite movie and made it into reality, giving people an other-worldly experience of their own power, including:

-Launching a business in a night
-Shaving a half hour off a triathalon.
-Finding a dream job in a single day.
-Eliminating a 30-year limiting belief.

Then, playing without a net, Robert invites an attendee on stage for a live experience so that everyone can witness the power of experience design and instant transformation.

This is brand new for 2016 and attendees have called it "mind-blowing."

Robert Richman
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