Fortune has ranked the retailer Zappos, owned by Amazon as one of the best companies to work for and Zappos has been on the Fortune 500 list for 5 years.
“If you get the culture right, most of the other stuff like great customer service and building a long term brand will happen naturally on it’s own.” Tony Hsieh
Zappos number one priority is customer service. “Customer service should be about the entire company and not just one department”.
Some of the things Zappos do for culture is to have two separate interview processes where HR interviews purely on the purpose of being a good culture fit. Zappos has turned down a lot of talented people who can make an immediate impact because they weren’t a great culture fit.
They also do a 4 week training program on culture; company history, it’s philosophy, values and customer service. No matter what position, you are in the training program on the phone with clients for 2 weeks, hearing what they have to say.
And at the end of the first training program, they offer you a salary for the time you’ve spent plus a bonus of $2000 to leave the company. When people turn down the offer, they are much more committed to stay.
The performance reviews in Zappos are 50% related to the KPI of inspiring to or supporting the Zappos culture.
Even though it is proven that what you have as company values doesn’t matter, but it’s how everyone shares the same values in the company (read the book From Good To Great), you might be curious about Zappos values. They are:????
- Deliver WOW through service
- Embrace and drive change
- Create fun and a little weirdness
- Be adventurous, creative and open-minded
- Pursue growth and learning
- Build open and honest relationships with communication
- Build a positive team and family spirit
- Do more with less
- Be passive and determined
- Be humble
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