As a result of believing in core values, the cultural dimension of an outstanding customer service, and creating that positive atmosphere in a harmony with innovation. The outcome is outstanding, employees become passionate about their job and breaking sales record while sharing laughter and connecting to people. In the first question I would say the Zappos company culture shows three hidden characteristics good, bad and ugly in this organization.
First, The good side. The company’s overall great performance was proven by growth in sales in 1998 at million to 1 billion in 2008¹. That type of performance was a result of Zappos culture, creating that customer loyalty team in the front lines of customer service was a key element to that success. Tony Hsieh describes the culture as number one priority². He believed that building that emotional relation with every single customer will create unbreakable bonds “a service company that sells but is the very best customer service”³. He embraced that service culture dimension.
Employees work and performance at Zappos are guided by summation and integration of efforts not by separation and isolation. As a result of that the employees wrote the ‘culture book’ where every employee provided ideas of what is considered a core value. Demonstrating the importance of the team’s input and validating team oriented culture dimension. Then summarizing that to “Zappos 10 Family Core Values” that each employee in each department would follow. The idea is to hire the right people that fit this culture, an inspiring culture indeed. The company conducts two specific interview processes, personal skills related and culture oriented; both weigh equally to determine the employee’s eligibility. Hiring those individuals is part of pursuing growth and building the ultimate family spirit.
Zappos does not want Z types, this should be the type of