Taking fun seriously...

In "Taking fun seriously," another excerpt from my forthcoming book, I discuss the power of passion, using Zappos.com as an illustration.

Am I serious to suggest that a business team or organization can express the same degree of exuberance as a rock band? In a word, yes! Many organizational teams can and do operate with the joy and enthusiasm of bands (even if pyrotechnics are not featured in their weekly planning meetings).

Exhibit A: Zappos.com, the online apparel and footware company, has a much-deserved reputation as a vibrant, high-spirited organization that delivers outrageously friendly customer service. In fact, their call center reps—instead of being measured by how quickly they can expedite incoming calls—are encouraged to spend as much time on the phone as customers need.

So much so that a New Yorker reporter said these call sessions 'occasionally resemble protracted talk therapy'!

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