As I’ve said many times, the buzzword right now (for law firms and librarians) is ‘value’; we are all trying to provide value to our clients. Since we are all in the same boat, I figure why not learn from the best…Google. For a some insight, check out this post on WiredGC. Here are the pertinent quotes:
- It’s not good enough to apply normal management disciplines – we think that scarcity breeds clarity. If, for example, we have enough resources invested in something, we halve it and eliminate overheads.
- When we build something we strive for ubiquity in usage and adoption. That helps us understand how customers react and then we build a revenue model.
- We measure people every 90 days. We get 360-degree feedback on people every 180 days and that feedback is published to the whole company. People want reality. Ninety per cent of the rewards end up going to 10pc of the people.
- Customers today have more choices and are more aware of our competitors’ offerings. Unless we can serve them 24/7, 365 days a year, competitors will eat our lunch. […] At the end of the day it’s the customer who owns the cash. That’s why we construct our organisation to deliver value. The underlying framework is to make it easier for people to do business, solve problems and move on.