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Ep. 104: Ian Malpass | Big Lessons in Culture from a Mat Manufacturer

Ep. 104: Ian Malpass | Big Lessons in Culture from a Mat Manufacturer

FromCustomer Confidential: Untold Stories of Earned Growth


Ep. 104: Ian Malpass | Big Lessons in Culture from a Mat Manufacturer

FromCustomer Confidential: Untold Stories of Earned Growth

ratings:
Length:
45 minutes
Released:
Feb 16, 2017
Format:
Podcast episode

Description

Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. The leaders of these teams are called CEOs and they make all of the hiring and production decisions. Their employees, whom Millennium calls partners, are expected to bring forth their performance-improving ideas. Companies of all sizes and in all industries could learn a lot from Millennium’s approach, which has propelled its business to almost 40 countries. In this episode, Millennium Mat’s founder Ian Malpass discusses what it takes to forge a culture that’s truly self-directing and self-correcting.  
Released:
Feb 16, 2017
Format:
Podcast episode

Titles in the series (100)

The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.