Keynote Speaker Robert Richman

Robert Richman

Culture Architect and Customer Experience Expert, Co-Creator of Zappos Insights

  • Speaker's U.S. Fee Range
    $20,001 - $40,000 i
  • Languages Spoken
    English
  • Travels From
    California, USA

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Robert Richman is a culture strategist and the Co-Creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture. Robert was at Zappos.com before, during, and after the Amazon acquisition and helped the company grow from 1200-1700 people during his time there (50% growth).

Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful for improving the employee culture at hundreds of companies like Google, Toyota, Eli Lilly, and Inuit.

Why Robert?

  • Was at Zappos.com before, during and after the Amazon.com acquisition
  • Helped the company grow from 1200-1700 people (50% growth)
  • Monetized culture, turning it (culture) from a cost center to a $9mm business
  • Developed the Zappos life coaching program
  • Started the first co-working space in America
  • Member of the Transformational Leadership Council

As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace and started the first co-working space in America.

His new book, The Culture Blueprint, is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture.

Robert graduated from Northwestern University with a degree in film, as well as from Georgetown University’s Leadership Coaching Program. He is a member of the Transformational Leadership Council, and he is the chair of the business program at American Jewish University.

Testimonials 5

  • We had 4000 store managers and corporate employees at Robert Richman’s presentation and I was blown away. His insights and humor were so engaging –   I’ve already started thinking like a culture hacker. I now realize the importance of leading by example and I’m empowering my team to act as culture hackers, with the culture hacking framework. Store Managers in my area are now sharing stories about how we’re putting our company’s values into action.

    Suzanne Sully-Pniewski

    Lowe's Store Manager, Buffalo, NY

  • After Robert Richman delivered his keynote speech to our manager’s strategy session we realized it was really BEYOND great and more like WOW!… Robert not only shared the Zappos culture, but also deeper insights about how culture and service work together. Our team was highly engaged and we had to cut people off because there were so many questions. While Toyota already has an excellent culture and award-winning service, Robert’s inspiration gave us ideas to take it to the next level.

    Clay Cosse

    Manager, Toyota

  • “What a fantastic experience it was learning about Zappos culture from Robert Richman. He gave tremendous insight into what makes their culture work and also gave practical applications of how we could be even more effective at Whole Foods Market. And our culture is very deep already! His examples of service and how to make immediate impact on the team were awesome… I can’t recommend Robert enough!”

    Richard Findlay

    Vice President, Whole Foods

  • We have been working together for 3 years now. You pushed me in ways that I was uncomfortable with, but in hindsight it was exactly what I needed. You taught me how to ask the right questions and to look at the business in a very different way. You have helped me become a better leader than I already was. And my success is in no small part due to what we’ve done together.

    Jonathan Green

    Director HQ Customer Service Operations

  • Thank you so much for speaking at our conference. In 8 years of the “Facilitating Leadership in Excellence” event, you were the BEST! I will be getting your information and I will work on making a cultural paradigm shift with our dealership teams! Your energy and passion stirred up revival! BRAVO!!!

    Cheryl Bauman

    Facilitator in Standards for Excellent

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Culture Hacking

Robert Richman, former Cutlure Strategist for Zappos, has worked with hundreds of companies on their culture. He has spoken for everyone from small start-ups to Google, Unilever, Toyota and Westin.

“I found that whether you are the CEO, a manager or a frontline employee, everyone says the same thing, ‘I can’t change the culture!'”

Rather than using models from the world of Organizational Development, Robert found that the mindsets and principles of computer hacking could be used to hack culture.  He has developed the techniques and pre-tested hacks that can be used immediately.

At this Workshop, you’ll gain very specific answers to these questions:

• Where are the specific leverage points that can be used by anyone to encourage culture change?

• Why are your meetings the best place to start influencing the culture of your entire company? And how can you make them a game?

• Why do almost all culture-change programs FAIL?

• What are the key tools you can use to successfully influence culture as soon as you return to work?

• Why must storytelling be an integral part of your culture-change program?

You exit with a toolkit and a game plan for influencing the culture of your team, your division and your enterprise. If you are looking to influence change in your organization, this is your Workshop.

Open Space Strategy

The smartest people in the room are your own people. So why should strategy be determined by only the top brass or an outside consultant? Using principles of high performance and self-organization, Robert creates a game that lets the group to focus on what they are most passionate about then follow up with recorded insights and action items. Tony Hsieh had Robert use this this as the opening event for his Downtown Project’s off site and many team members called it the most productive time they had ever spent on the company. Robert has also facilitated Open Space for Intuit and BNI.

High Performance Improv

The rate of change is happening so quickly that the best teams are those that can act fast, work in sync, drive results and… have fun doing it! Taking the principles of improv comedy, Robert and his team train your team for high performance in a way that pushes people out of their comfort zone while creating a very space safe to have fun. High performance improv is only available to teams that are already high-functioning. Before booking, leadership must have a brief conversation with Robert to make sure that team’s culture is ready for the experience.

Obstacle Breakthrough

Culture is all about engagement, even if it’s “negative.” So if a team has a challenge, a threat, or a frustration, then this is the perfect time to leverage that energy and catapult the team into action. In a safe way, Robert has the team indulge in the negative to unearth what is really there. Then the team focuses on current strengths and assets, finally moving into new opportunities. Simultaneously team building, the result is a breakthrough in connection and performance. Robert had Google Europe engage this process when they wanted to increase their customer service ratings.

Core Values Development

Fireside Chat

Yearly and Quarterly Strategy Planning

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