Zappos’s Great Corporate Culture and Customer Service

 

Zappos.com is the leader in online shoes with over one billion in sales last year.  Zappos is the company to watch for great corporate value and customer service.  


This is a great interview of  Zappos’s CEO by Loic Le Meur (@zappos and @loic)

Here is my digest:

  • Zappos encourage its sales representative to be generous with customers. 
  • Zappos will direct customers to the  competition if they don’t have what you are looking for in stock
  • You can order and try out anything and send it back to them within a year free of charge.
  • Free shipping both ways.
  • You can take a Zappos’s office tour anytime you are in Vegas just email the CEO tony@zappos.com. They will even come pick you up from the airport.
  • Zappos’s employee write an annual ” culture book” where everyone writes a unedited paragraph about what he/she like or dislike about zappos . To get a free copy email the CEO tony@zappos.com
  • Zappos encourage its employee to twitt. All the employee twitts are gathered in an account that you can check out here: http://twitter.zappos.com
  • Zappos will hire and fire based on either or not the employee fits the company culture even if he/she is performing well.                                                                                                                                                                                            

Zappos’s ten core value (not in the video): 

1) Deliver WOW Through Service
2) Embrace and Drive Change
3) Create Fun and A Little Weirdness
4) Be Adventurous, Creative, and Open-Minded
5) Pursue Growth and Learning
6) Build Open and Honest Relationships With Communication
7) Build a Positive Team and Family Spirit
8) Do More With Less
9) Be Passionate and Determined
10) Be Humble

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One response to “Zappos’s Great Corporate Culture and Customer Service

  1. Love that guy!

    Heard Tony speak at Yanik Silver’s Underground 5, Feb 2009. Very inspirational speaker. Also got a copy of his Corporate Culture Book. Love his philosophy about leaving the power of his company to him employees.

    The only thing that concerns me is his venturing into the clothing market. Anyway, we’ll see where they go with that.

    @teenbizcoach

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