As the CEO of Veho, I personally deliver parcels at least twice per month. This “boots on the ground” experience is one of the best uses of my time. It grounds me in what customers, clients and driver-partners experience. I see first-hand how our technology drives industry-leading on-time delivery and customer satisfaction. I also see where we must improve (and there is always room to improve!), and can act quickly. This hands-on approach is how Veho was founded and remains core to our culture. Right now, many Veho corporate employees and executives are in our distribution hubs, working as one team during our busiest time ever, while also identifying technology and process improvements that can drive better sort and delivery results. As I wrote in this Forbes article, it is critical for leaders to put their own boots on the ground to ensure they fully understand problems, opportunities, and the needles they must thread to win. How do you make sure you stay connected to the reality of your business?
Fun fact about Itamar Zur this boots on the ground commitment started from the inception of the company in Cambridge, if I'm not mistaken in 2015-2016 with 1,000 personal deliveries.🚚 Indeed Ita,There is nothing more powerful than direct customer feedback!
From a practical POV - With delivery tech you need to be in the field and understand how fulfillment/drivers/dispatch work and what comes up throughout the day. It is only useful if you are able to solve real problems and the users will actual adopt the technology.
Great leadership Ita! Another CEO at large Express delivery company for years manned the Customer Service phones on Christmas Eve and Christmas Day year after year. He stated that speaking directly with customers on the most critical delivery day of the year, provided him with a health card on how well the company was doing. It takes great leadership and passion to service customers to be successful in this business.
Let’s be honest you’re probably a damn good delivery man
Couldn't agree more with this approach Itamar. The added leadership respect given to you by those around adds so much positivity to the culture
Love this! We do the same at TaskUs. Every senior leader spends at least one Day on the Frontline each year taking customer calls or moderating content. The only way to actually understand your business is to live it.
I love that you’re still drinking your own champagne!
Loving your vision towards customer connect systems for seamless experiences Itamar Zur
Great example of leading by example, Itamar! The busiest time of the year is indeed the perfect moment to rally everyone together, and I’m sure your team truly appreciates seeing leaders roll up their sleeves and get involved firsthand. This approach not only strengthens the culture but also sets the tone for collaboration and continuous improvement.
CRO | ex-Uber | Supply Chain Nerd | Boring Investor 🎗️
1wItamar, It's this kind of dedication that fosters a strong company culture and drives real improvements. Mazal to you and the entire Veho team for prioritizing the customer experience and continuously seeking ways to innovate. 👏