Sustaining a Culture of Service at AutoZone

SHRM 2012 Annual Conference
This session will highlight the critical role that having a strong customer service oriented culture plays organizational success.
To view this video, either log in or enter a passcode for this session via the following link: Passcode Entry page

Happy employees make for happy customers.  AutoZone believes that hiring the right people and having a strong culture of camaraderie, loyalty and retention plays a critical role in making customer service everyone's top priority at their company. Join Ann Morgan as she takes you on a "behind the scenes" tour on what makes AutoZone unique and how the value of customer service is ingrained across the organization. With almost 5,000 stores operating in diverse and ever-changing neighborhoods throughout the United States, Puerto Rico and Mexico, a strong corporate culture has to be easily understood, embraced by all and clearly communicated everyday! Get an introduction to AutoZone's Pledge underscored by the importance of shared values and hear how this successful chain has become a best-in-class retailer and stands apart from their competitors.  This session will provide a glimpse into what it means to live the AutoZone Pledge beginning with putting customers first!

Date(s) & Time(s): 
Tuesday, June 26, 2012 - 10:45am to 12:00pm

Ann Morgan


Ann Morgan possesses over 25 years of progressive responsibility in retail operations and human resources management for two Fortune 500 organizations. She relocated to Memphis in 2004 from the Detroit metropolitan area to accept a career opportunity with AutoZone, where she is the Vice President, Human Resources and Organizational Development. Ann is responsible for managing the Human Resource practices and employee training in over 4,600 retail stores, as well as for the organizational development programs across the Company. Ann's strengths and experience lie in improving operating efficiencies, optimizing revenue, managing performance and developing employee policies and procedures across broad organizations.

Ann's career began with the Kmart Corporation holding a number of positions ranging from Store Manager to Vice President, Human Resources and Employee Development. She has a B.S. in Business Administration from Western Washington University. Additionally Ann is a member of the Society of Human Resources and serves as a mentor for high-potential woman within her company. She serves on the board of RISE, a Memphis-based nonprofit organization whose mission is to assist low-income families create and sustain assets, and was recently elected to the board of ArtsMemphis where she shares a commitment to ensuring excellence in the arts and building a vibrant cultural community for everyone.

Amount of Credit: 
Credit Type: 
Business Credit
Hide from On Demand: