Zappos Insights http://www.zapposinsights.com/ Zappos Insights Wed, 30 Jul 2014 13:06:51 GMT Getting Creative with Employee Benefits and Engagement http://www.zapposinsights.com/blog/item/getting-creative-with-employee-benefits-and-engagement <p class="date"> 07/28/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Sometimes wanting to improve company culture can be a double-edged sword. It&rsquo;s safe to say that both companies and employees alike want to strengthen their culture, but adding benefits can be expensive and take resources that may not be readily available. So how can a company get creative without breaking the bank? One example is the Zappos WISHEZ program.</p> </div> <div class="html clearfix clear"> <p> Launched in November of 2010, WISHEZ allows Zappos employees to make and grant each other&rsquo;s wishes. WISHEZ stands for &ldquo;Want&hellip;Imagine&hellip;Share&hellip;Hope&hellip;Engage&hellip;Zeliver&rdquo; (we like zappifying things with the letter &lsquo;Z&rsquo; here at Zappos!). Organized as a queue, employees can search a database of wishes. &ldquo;When someone wants to grant a wish, an email is sent to the Wish Fairies on how to proceed,&rdquo; says Maritza Lewis, ZapposU Trainer and Events Lead at the launch of the program. &ldquo;If you want to remain anonymous, employees can use the Fairies to grant wishes.&rdquo; &nbsp;</p> <p> <img alt="" class="img-responsive img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/wishez-scaled.JPG" style="width: 500px; height: 333px; float: right; margin: 0px 10px 10px;" />Wish Fairies help facilitate the granting of wishes - complete with wings! &quot;I love the fact that it allows each employee to impact the life of another Zappos employee,&rdquo; says Kathleen Joseph, Zappos Engagement Cultivator and former Wish Fairy. &ldquo;You may think you can&#39;t help someone out, but a lot of the time the wishes aren&#39;t about money, they&#39;re about time.&quot; From looking for help in building a website to wanting a tutor for their child, many of the wishes employees make provide an opportunity to donate one&rsquo;s time and talents more than just spending money. &ldquo;My favorite wishes are the ones when someone isn&rsquo;t asking for something for themselves, but when someone is asking for someone else,&rdquo; says Joseph. Such pay-it-forward wishes can extend to family members of an employee and exemplify co-workers looking out for each other.</p> <p> Not wanting to miss out on the fun, Zappos does have a small budget to grant wishes on behalf of the company. One of the most impactful wishes granted on behalf of Zappos to date was in 2011. A permanent resident at the time, a Zappos employee had wished for U.S. citizenship for himself and his daughter, but the process can be expensive. Zappos covered the necessary costs and the wish was granted at a company All Hands meeting for all of the Zappos Family to be able to witness. It was a moving event for everyone involved.</p> <p> From the early days of hoping employees would embrace the idea and drive the initiative to what WISHEZ is today, Lewis observes that &ldquo;it creates connections between employees and creates new bonds and memorable experiences that don&#39;t have a price tag.&rdquo; To date, over 3,000 wishes have been granted, with the great majority done so by employees rather than by Zappos itself. Inspired both by a similar idea from a 3<sup>rd</sup> party and a conversation between employees that started with &ldquo;Wouldn&rsquo;t it be cool if . . . ?&rdquo;, the WISHEZ program is an example of what can happen when employees take an idea and run with it.</p> <p> <strong>Now we want to hear from you! Does your company offer creative benefits? What kind of creative benefits would you like to see in your organization?&nbsp;</strong></p> <p> <em>Post your response below, or respond to us on Facebook</em>&nbsp;<a href="https://www.facebook.com/zapposinsights">https://www.facebook.com/zapposinsights</a></p> <p> <em>or Twitter</em>&nbsp;<a href="https://twitter.com/ZapposInsights">https://twitter.com/ZapposInsights</a>&nbsp;<em>using hashtag #ZapposInsights</em></p> <p> Can&rsquo;t get enough Zappos on our blog?&nbsp; Check out our <a href="http://www.zapposinsights.com/training?utm_source=Wishez%20Blog&amp;utm_medium=Blog&amp;utm_campaign=Wishez%20Blog">Training Events</a>.</p> </div> <p class="date"> 07/28/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Sometimes wanting to improve company culture can be a double-edged sword. It&rsquo;s safe to say that both companies and employees alike want to strengthen their culture, but adding benefits can be expensive and take resources that may not be readily available. So how can a company get creative without breaking the bank? One example is the Zappos WISHEZ program.</p> </div> <div class="html clearfix clear"> <p> Launched in November of 2010, WISHEZ allows Zappos employees to make and grant each other&rsquo;s wishes. WISHEZ stands for &ldquo;Want&hellip;Imagine&hellip;Share&hellip;Hope&hellip;Engage&hellip;Zeliver&rdquo; (we like zappifying things with the letter &lsquo;Z&rsquo; here at Zappos!). Organized as a queue, employees can search a database of wishes. &ldquo;When someone wants to grant a wish, an email is sent to the Wish Fairies on how to proceed,&rdquo; says Maritza Lewis, ZapposU Trainer and Events Lead at the launch of the program. &ldquo;If you want to remain anonymous, employees can use the Fairies to grant wishes.&rdquo; &nbsp;</p> <p> <img alt="" class="img-responsive img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/wishez-scaled.JPG" style="width: 500px; height: 333px; float: right; margin: 0px 10px 10px;" />Wish Fairies help facilitate the granting of wishes - complete with wings! &quot;I love the fact that it allows each employee to impact the life of another Zappos employee,&rdquo; says Kathleen Joseph, Zappos Engagement Cultivator and former Wish Fairy. &ldquo;You may think you can&#39;t help someone out, but a lot of the time the wishes aren&#39;t about money, they&#39;re about time.&quot; From looking for help in building a website to wanting a tutor for their child, many of the wishes employees make provide an opportunity to donate one&rsquo;s time and talents more than just spending money. &ldquo;My favorite wishes are the ones when someone isn&rsquo;t asking for something for themselves, but when someone is asking for someone else,&rdquo; says Joseph. Such pay-it-forward wishes can extend to family members of an employee and exemplify co-workers looking out for each other.</p> <p> Not wanting to miss out on the fun, Zappos does have a small budget to grant wishes on behalf of the company. One of the most impactful wishes granted on behalf of Zappos to date was in 2011. A permanent resident at the time, a Zappos employee had wished for U.S. citizenship for himself and his daughter, but the process can be expensive. Zappos covered the necessary costs and the wish was granted at a company All Hands meeting for all of the Zappos Family to be able to witness. It was a moving event for everyone involved.</p> <p> From the early days of hoping employees would embrace the idea and drive the initiative to what WISHEZ is today, Lewis observes that &ldquo;it creates connections between employees and creates new bonds and memorable experiences that don&#39;t have a price tag.&rdquo; To date, over 3,000 wishes have been granted, with the great majority done so by employees rather than by Zappos itself. Inspired both by a similar idea from a 3<sup>rd</sup> party and a conversation between employees that started with &ldquo;Wouldn&rsquo;t it be cool if . . . ?&rdquo;, the WISHEZ program is an example of what can happen when employees take an idea and run with it.</p> <p> <strong>Now we want to hear from you! Does your company offer creative benefits? What kind of creative benefits would you like to see in your organization?&nbsp;</strong></p> <p> <em>Post your response below, or respond to us on Facebook</em>&nbsp;<a href="https://www.facebook.com/zapposinsights">https://www.facebook.com/zapposinsights</a></p> <p> <em>or Twitter</em>&nbsp;<a href="https://twitter.com/ZapposInsights">https://twitter.com/ZapposInsights</a>&nbsp;<em>using hashtag #ZapposInsights</em></p> <p> Can&rsquo;t get enough Zappos on our blog?&nbsp; Check out our <a href="http://www.zapposinsights.com/training?utm_source=Wishez%20Blog&amp;utm_medium=Blog&amp;utm_campaign=Wishez%20Blog">Training Events</a>.</p> </div> Mon, 28 Jul 2014 22:19:26 GMT http://www.zapposinsights.com/blog/item/getting-creative-with-employee-benefits-and-engagement 3 Steps to Identifying Personal Core Values http://www.zapposinsights.com/blog/item/3-steps-to-identifying-personal-core-values <p class="date"> 07/09/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Since Zappos HQ is based in downtown Las Vegas, we&rsquo;re no strangers to Elvis sightings, and the King himself had some wise words about more than just hip shaking. &ldquo;Values are like fingerprints,&rdquo; he said. &ldquo;Nobody&rsquo;s are the same, but you leave &lsquo;em all over everything you do.&rdquo; Personal core values are intrinsic beliefs that affect how we interact with the world around us. In a <a href="http://www.zapposinsights.com/blog/item/the-benefits-of-identifying-personal-core-values">previous post</a>, we talked about the benefits of identifying core values, but how does one go about it?&nbsp;</p> </div> <div class="html clearfix clear"> <p> Whether we&rsquo;re conscious of it or not, our core values influence our behavior every day, so knowing what they are can act as a guide both professionally and personally. Putting them into words may sound daunting, but is easier than you think. Read on for some exercises on how to bring your core values into focus and share your own tips with us in the comments below!</p> <p> <img alt="" class="img-thumbnail img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/ValuesWordCloud.jpg" style="width: 500px; height: 309px; float: right; margin: 20px;" /></p> <p> <strong>&ldquo;All that we are is the result of what we have thought. The mind is everything. What we think we become.&rdquo; - Buddha</strong></p> <p> Identifying personal core values isn&rsquo;t something you need to do in one sitting. Just starting the process can help you notice things about yourself that you haven&rsquo;t before. It&rsquo;s like car shopping: when you know which one you want, you start seeing that car everywhere. Observing your own behavior and reactions to different situations will help pinpoint the underlying core values at work.</p> <p> <strong>Write down situations that evoked a really strong reaction in you. </strong>List what happened, how you felt, and what principle coincides with it. Did you see some form of injustice imposed on someone else? Then you may possess a strong sense of justice. Did someone lie to you? Then honesty may be a driving force for you. Did a positive performance review put you over the moon more than a raise did? Appreciation and a sense of being valued may be at play. This exercise also helps find patterns in reoccurring core values that may be more deeply rooted, as well as common themes between values such as justice and mercy or compassion and service.</p> <p> <strong>List your highs and lows. </strong>Recall several situations when you were the happiest and why. Then list when you were the saddest and why. This exercise establishes not only what helps you feel fulfilled, but what might be missing that you may not have been aware of before. And again, the more common denominators there are, the more weight those particular core values carry.</p> <p> <strong>Identify moments of pride and disappointment. </strong>While the previous step is more influenced by environment and situations, this one helps reveal strengths and weaknesses in our character. Acknowledging when we have let ourselves down can be uncomfortable, but is also the most helpful because it shows us where we are most out of alignment with our core values. It&rsquo;s easier - and more fun - to list our personal successes, but it is our failures that provide the most opportunity for growth.</p> <p> Once they&rsquo;ve been identified, the key to core values for both individuals - and companies - is committing to them. Practicing them and living them is what gives core values their strength and their ability to provide insight into even the most difficult situations and decisions.</p> </div> <p class="date"> 07/09/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Since Zappos HQ is based in downtown Las Vegas, we&rsquo;re no strangers to Elvis sightings, and the King himself had some wise words about more than just hip shaking. &ldquo;Values are like fingerprints,&rdquo; he said. &ldquo;Nobody&rsquo;s are the same, but you leave &lsquo;em all over everything you do.&rdquo; Personal core values are intrinsic beliefs that affect how we interact with the world around us. In a <a href="http://www.zapposinsights.com/blog/item/the-benefits-of-identifying-personal-core-values">previous post</a>, we talked about the benefits of identifying core values, but how does one go about it?&nbsp;</p> </div> <div class="html clearfix clear"> <p> Whether we&rsquo;re conscious of it or not, our core values influence our behavior every day, so knowing what they are can act as a guide both professionally and personally. Putting them into words may sound daunting, but is easier than you think. Read on for some exercises on how to bring your core values into focus and share your own tips with us in the comments below!</p> <p> <img alt="" class="img-thumbnail img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/ValuesWordCloud.jpg" style="width: 500px; height: 309px; float: right; margin: 20px;" /></p> <p> <strong>&ldquo;All that we are is the result of what we have thought. The mind is everything. What we think we become.&rdquo; - Buddha</strong></p> <p> Identifying personal core values isn&rsquo;t something you need to do in one sitting. Just starting the process can help you notice things about yourself that you haven&rsquo;t before. It&rsquo;s like car shopping: when you know which one you want, you start seeing that car everywhere. Observing your own behavior and reactions to different situations will help pinpoint the underlying core values at work.</p> <p> <strong>Write down situations that evoked a really strong reaction in you. </strong>List what happened, how you felt, and what principle coincides with it. Did you see some form of injustice imposed on someone else? Then you may possess a strong sense of justice. Did someone lie to you? Then honesty may be a driving force for you. Did a positive performance review put you over the moon more than a raise did? Appreciation and a sense of being valued may be at play. This exercise also helps find patterns in reoccurring core values that may be more deeply rooted, as well as common themes between values such as justice and mercy or compassion and service.</p> <p> <strong>List your highs and lows. </strong>Recall several situations when you were the happiest and why. Then list when you were the saddest and why. This exercise establishes not only what helps you feel fulfilled, but what might be missing that you may not have been aware of before. And again, the more common denominators there are, the more weight those particular core values carry.</p> <p> <strong>Identify moments of pride and disappointment. </strong>While the previous step is more influenced by environment and situations, this one helps reveal strengths and weaknesses in our character. Acknowledging when we have let ourselves down can be uncomfortable, but is also the most helpful because it shows us where we are most out of alignment with our core values. It&rsquo;s easier - and more fun - to list our personal successes, but it is our failures that provide the most opportunity for growth.</p> <p> Once they&rsquo;ve been identified, the key to core values for both individuals - and companies - is committing to them. Practicing them and living them is what gives core values their strength and their ability to provide insight into even the most difficult situations and decisions.</p> </div> Wed, 09 Jul 2014 23:13:50 GMT http://www.zapposinsights.com/blog/item/3-steps-to-identifying-personal-core-values What Does Hiring for Culture Fit Really Mean? http://www.zapposinsights.com/blog/item/what-does-hiring-for-culture-fit-really-mean <p class="date"> 07/02/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> The term &lsquo;culture fit&rsquo; has become commonplace in today&rsquo;s workplace, but what does it really mean? With all the investment that organizations put into the training and retention of new hires, hiring the right person is crucial from the get-go. Tools such as culture fit interviews can help companies - and applicants - find the right fit.</p> </div> <div class="html clearfix clear"> <p> <strong>The Benefits of Committable Core Values</strong></p> <div> <img alt="" class="img-thumbnail img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/nhtparade.jpg" style="width: 375px; height: 375px; float: right; margin: 20px;" /> <p> Core values by themselves won&rsquo;t strengthen a company unless they are committable and an organization is willing to both hire - and fire- by them. Zappos has two sets of interviews: the skills interview and the culture interview, and candidates must pass both. The culture interview is based on Zappos&rsquo; <a href="http://www.zapposinsights.com/about/core-values"><u>10 Core Values</u></a>; if an applicant doesn&rsquo;t pass it, they don&rsquo;t move forward in the process, regardless of how much of a technical fit they may be. Past behaviors and touchpoints that come up during the interview that are contrary to the core values are red flags. &ldquo;We infuse culture into every step of the recruiting process,&rdquo; says Mike Bailen, Senior HR Manager at Zappos. &ldquo;We really place such a high value on culture that if a candidate demonstrates behaviors out of alignment with our core values, we will stop the process right there.&rdquo; Creating an interview process that reviews more than just technical skills allows both companies and candidates to get to know each other and offers a better understanding of each other&rsquo;s personalities. After all, an interview is a two-way street: an awkward first date where both parties are seeing if they want to take this relationship to the next level.</p> <p> <strong>Do Culture Fit Interviews Limit Diversity?</strong></p> <p> So what is a culture fit, anyway? Does it mean signing up to be a company clone, a Yes man or a Yes woman? Can candidates be a culture fit and still be themselves? &ldquo;We believe you can put your best foot forward and still be you - core values are our guide,&rdquo; says Christa Foley, Senior Manager HR &amp; Zappos Insights. &ldquo;People energize the core values in different ways and some people embody different core values than others. All we&rsquo;re looking to find out is that you aren&rsquo;t opposed to any of the core values.&rdquo; And given that the occasional parade makes its way through Zappos HQ now and again, Foley adds that &ldquo;you don&rsquo;t have to be leading the parade, but you can&rsquo;t be upset about the parade passing by.&rdquo; Diversity in a company spurs innovation. Bailen notes, &ldquo;Diversity is critical to the health of a company. That&#39;s how innovation starts - a fresh pair of eyes. That&#39;s the only way we can push this company forward.&rdquo; Providing a space where collaboration and innovation can flourish is also pivotal. An introvert himself, Zappos CEO Tony Hsieh said, &ldquo;I view my role more as trying to set up an environment where the personalities, creativity, and individuality of all the different employees come out and can shine.&rdquo;</p> <p> <strong>Slow to Hire, Quick to Fire</strong></p> <p> &quot;Most companies are very quick to hire and slow to fire, when really it should be the other way around.&quot; - Tony Hsieh</p> <p> Being &lsquo;slow to hire&rsquo; may seem like a hindrance when you need talent yesterday, but doing so can help your company in the long run. &ldquo;When you&rsquo;re too quick to hire, you can miss something,&rdquo; says Bailen. &ldquo;Make sure you&rsquo;re doing your due diligence on the front end and don&rsquo;t be afraid to part ways if it&rsquo;s not a match.&rdquo; Shake things up with out-of-the-box interview questions to vet different behaviors and bring out a candidate&rsquo;s personality. Finding out what they&rsquo;re interested in and what they like doing helps recruiters relate to applicants individually.</p> <p> Adding new components to the interview process can be an opportunity for companies to be more transparent about who they are and what they&rsquo;re looking for and can contribute more helpful data points than just what&rsquo;s on paper.</p> </div> </div> <p class="date"> 07/02/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> The term &lsquo;culture fit&rsquo; has become commonplace in today&rsquo;s workplace, but what does it really mean? With all the investment that organizations put into the training and retention of new hires, hiring the right person is crucial from the get-go. Tools such as culture fit interviews can help companies - and applicants - find the right fit.</p> </div> <div class="html clearfix clear"> <p> <strong>The Benefits of Committable Core Values</strong></p> <div> <img alt="" class="img-thumbnail img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/nhtparade.jpg" style="width: 375px; height: 375px; float: right; margin: 20px;" /> <p> Core values by themselves won&rsquo;t strengthen a company unless they are committable and an organization is willing to both hire - and fire- by them. Zappos has two sets of interviews: the skills interview and the culture interview, and candidates must pass both. The culture interview is based on Zappos&rsquo; <a href="http://www.zapposinsights.com/about/core-values"><u>10 Core Values</u></a>; if an applicant doesn&rsquo;t pass it, they don&rsquo;t move forward in the process, regardless of how much of a technical fit they may be. Past behaviors and touchpoints that come up during the interview that are contrary to the core values are red flags. &ldquo;We infuse culture into every step of the recruiting process,&rdquo; says Mike Bailen, Senior HR Manager at Zappos. &ldquo;We really place such a high value on culture that if a candidate demonstrates behaviors out of alignment with our core values, we will stop the process right there.&rdquo; Creating an interview process that reviews more than just technical skills allows both companies and candidates to get to know each other and offers a better understanding of each other&rsquo;s personalities. After all, an interview is a two-way street: an awkward first date where both parties are seeing if they want to take this relationship to the next level.</p> <p> <strong>Do Culture Fit Interviews Limit Diversity?</strong></p> <p> So what is a culture fit, anyway? Does it mean signing up to be a company clone, a Yes man or a Yes woman? Can candidates be a culture fit and still be themselves? &ldquo;We believe you can put your best foot forward and still be you - core values are our guide,&rdquo; says Christa Foley, Senior Manager HR &amp; Zappos Insights. &ldquo;People energize the core values in different ways and some people embody different core values than others. All we&rsquo;re looking to find out is that you aren&rsquo;t opposed to any of the core values.&rdquo; And given that the occasional parade makes its way through Zappos HQ now and again, Foley adds that &ldquo;you don&rsquo;t have to be leading the parade, but you can&rsquo;t be upset about the parade passing by.&rdquo; Diversity in a company spurs innovation. Bailen notes, &ldquo;Diversity is critical to the health of a company. That&#39;s how innovation starts - a fresh pair of eyes. That&#39;s the only way we can push this company forward.&rdquo; Providing a space where collaboration and innovation can flourish is also pivotal. An introvert himself, Zappos CEO Tony Hsieh said, &ldquo;I view my role more as trying to set up an environment where the personalities, creativity, and individuality of all the different employees come out and can shine.&rdquo;</p> <p> <strong>Slow to Hire, Quick to Fire</strong></p> <p> &quot;Most companies are very quick to hire and slow to fire, when really it should be the other way around.&quot; - Tony Hsieh</p> <p> Being &lsquo;slow to hire&rsquo; may seem like a hindrance when you need talent yesterday, but doing so can help your company in the long run. &ldquo;When you&rsquo;re too quick to hire, you can miss something,&rdquo; says Bailen. &ldquo;Make sure you&rsquo;re doing your due diligence on the front end and don&rsquo;t be afraid to part ways if it&rsquo;s not a match.&rdquo; Shake things up with out-of-the-box interview questions to vet different behaviors and bring out a candidate&rsquo;s personality. Finding out what they&rsquo;re interested in and what they like doing helps recruiters relate to applicants individually.</p> <p> Adding new components to the interview process can be an opportunity for companies to be more transparent about who they are and what they&rsquo;re looking for and can contribute more helpful data points than just what&rsquo;s on paper.</p> </div> </div> Thu, 03 Jul 2014 00:15:02 GMT http://www.zapposinsights.com/blog/item/what-does-hiring-for-culture-fit-really-mean 5 Inexpensive and Effective Team Building Ideas http://www.zapposinsights.com/blog/item/5-inexpensive-and-effective-team-building-ideas <p class="date"> 06/26/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> The benefits of regular team building are well documented, from increased productivity and better communication to more team support and less conflicts, but how do you make them a priority without breaking the bank? The standard of getting drinks after work can get old (and pricey) pretty quick. Not to mention, you can lead your co-workers to a happy hour, but you can&rsquo;t make them mingle. Mix things up with some creative yet inexpensive team building ideas.</p> </div> <div class="html clearfix clear"> <p> <strong><img alt="" class="img-circle img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/team photos/FunnyGroup-scaled.jpg" style="width: 350px; height: 233px; float: right; margin: 20px;" />Volunteer as a team.</strong>&nbsp;Working together for a higher purpose not only lets co-workers see a new side to each other, but being able to give back can provide a strong sense of belonging within a company&rsquo;s surrounding community. &ldquo;I love the idea of combining a fun outing and giving back,&rdquo; says Christa Foley, Senior Manager HR &amp; Zappos Insights.&nbsp;&ldquo;It&rsquo;s the embodiment of doing more with less and building a positive team and family spirit combined. Having a great time doesn&rsquo;t have to cost a ton of money.&rdquo; Zappos encourages team building through <a href="http://www.zapposinsights.com/about/core-values">Core Value</a> #7, Build a Positive Team and Family Spirit.</p> <p> <strong>Do a scavenger hunt.&nbsp;</strong>Using local favorite places and pairing up people who don&rsquo;t know each other as well can result in good times and good memories. Use white elephant gifts as prizes for participants as fun reminders.</p> <p> <strong>Themed potlucks.&nbsp;</strong>Contributing to a potluck doesn&rsquo;t have to cost much, and having a theme of favorite childhood food or best hangover cure usually coaxes out some great stories to get to know everyone better.</p> <p> <strong>Host a game day.&nbsp;</strong>Having a team member host at their house adds a personal feel and more relaxed setting than the office or a restaurant. Card games or classic board games provide a (hopefully) friendly sense of competition. (:</p> <p> <strong>Add a twist to an old favorite.&nbsp;</strong>There&rsquo;s nothing wrong with a well-deserved happy hour or team dinner. Shake them up with previously collected trivia questions and answers about everyone. For the more daring, pair together actions with reactions. For example, every time someone uses their fork, someone else has to scream &ldquo;TOUCHDOWN!&rdquo; The results are unforgettable as team members try to decipher which action is triggering what reaction. &nbsp;</p> <p> Take turns picking an activity<strong>.&nbsp;</strong>You won&rsquo;t always be able to please everyone, so letting each team member choose an activity allows them to express part of their personality and helps the team get to know each other in a new way.</p> <p> Plan events during business hours when possible<strong>.&nbsp;</strong>It may sound like common knowledge, but is a good reminder that while there are fun options outside of a typical work day, asking employees to participate outside of their schedule can add additional stress to already jam-packed weekdays and should be done sparingly.&nbsp;</p> </div> <p class="date"> 06/26/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> The benefits of regular team building are well documented, from increased productivity and better communication to more team support and less conflicts, but how do you make them a priority without breaking the bank? The standard of getting drinks after work can get old (and pricey) pretty quick. Not to mention, you can lead your co-workers to a happy hour, but you can&rsquo;t make them mingle. Mix things up with some creative yet inexpensive team building ideas.</p> </div> <div class="html clearfix clear"> <p> <strong><img alt="" class="img-circle img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/team photos/FunnyGroup-scaled.jpg" style="width: 350px; height: 233px; float: right; margin: 20px;" />Volunteer as a team.</strong>&nbsp;Working together for a higher purpose not only lets co-workers see a new side to each other, but being able to give back can provide a strong sense of belonging within a company&rsquo;s surrounding community. &ldquo;I love the idea of combining a fun outing and giving back,&rdquo; says Christa Foley, Senior Manager HR &amp; Zappos Insights.&nbsp;&ldquo;It&rsquo;s the embodiment of doing more with less and building a positive team and family spirit combined. Having a great time doesn&rsquo;t have to cost a ton of money.&rdquo; Zappos encourages team building through <a href="http://www.zapposinsights.com/about/core-values">Core Value</a> #7, Build a Positive Team and Family Spirit.</p> <p> <strong>Do a scavenger hunt.&nbsp;</strong>Using local favorite places and pairing up people who don&rsquo;t know each other as well can result in good times and good memories. Use white elephant gifts as prizes for participants as fun reminders.</p> <p> <strong>Themed potlucks.&nbsp;</strong>Contributing to a potluck doesn&rsquo;t have to cost much, and having a theme of favorite childhood food or best hangover cure usually coaxes out some great stories to get to know everyone better.</p> <p> <strong>Host a game day.&nbsp;</strong>Having a team member host at their house adds a personal feel and more relaxed setting than the office or a restaurant. Card games or classic board games provide a (hopefully) friendly sense of competition. (:</p> <p> <strong>Add a twist to an old favorite.&nbsp;</strong>There&rsquo;s nothing wrong with a well-deserved happy hour or team dinner. Shake them up with previously collected trivia questions and answers about everyone. For the more daring, pair together actions with reactions. For example, every time someone uses their fork, someone else has to scream &ldquo;TOUCHDOWN!&rdquo; The results are unforgettable as team members try to decipher which action is triggering what reaction. &nbsp;</p> <p> Take turns picking an activity<strong>.&nbsp;</strong>You won&rsquo;t always be able to please everyone, so letting each team member choose an activity allows them to express part of their personality and helps the team get to know each other in a new way.</p> <p> Plan events during business hours when possible<strong>.&nbsp;</strong>It may sound like common knowledge, but is a good reminder that while there are fun options outside of a typical work day, asking employees to participate outside of their schedule can add additional stress to already jam-packed weekdays and should be done sparingly.&nbsp;</p> </div> Fri, 27 Jun 2014 00:11:52 GMT http://www.zapposinsights.com/blog/item/5-inexpensive-and-effective-team-building-ideas 3 Tips to Creating Better Connections with Your Candidates http://www.zapposinsights.com/blog/item/hey-recruiters-connecting-with-your-candidates-can-be-hard-but-it-doesnt-have-to-be-here-are-3-tips- <p class="date"> 06/19/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Few experiences induce more fear and dread than that of the job interview. Ironic, isn&rsquo;t it? &lsquo;You have a job opening! I want that job! Let&rsquo;s make this happen!&rsquo; Ah, if only it were so easy. Quite the opposite, the interview process itself is anything but easy for either party, and can often make people feel anything but themselves. Countless interview tips and tricks exist for hopeful applicants to pore over, from attire to speech to body language. So as a recruiter, how do you get a candidate to relax and be themselves so that you both can make the most out of the interview process?&nbsp;</p> </div> <div class="html clearfix clear"> <p> While the meat and potatoes of an interview is pretty standard (i.e. questions and answers in an office), recruiters have a lot of sometimes overlooked tools at their disposal that can set the tone and provide helpful data points along the way.</p> <p> <strong>It&rsquo;s Not Just about the Interview<img alt="" class="img-thumbnail img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/alexisinterns.jpg" style="width: 500px; height: 572px; float: right; margin: 15px;" /> </strong></p> <p> Interviews don&rsquo;t start when an applicant walks into the room; they start at first contact, and every interaction with your company counts. For example, Zappos will ask its shuttle drivers how they were treated by interview candidates; if the feedback is negative, then that candidate doesn&rsquo;t move forward in the process, no matter how well they may have done in the actual interview. Why? Because we want people to be themselves, and if who they naturally are when they think no one is looking differs from how they act in the interview, then that&rsquo;s important to know. If your experience with the candidate was positive, but they were rude to your front desk or administrative assistant, wouldn&rsquo;t you want to know?</p> <p> <strong>Set the Stage</strong></p> <p> When you think of an interview, what do you picture? Is it something out of <em>Law &amp; Order</em>: bland room, people in suits, a spotlight, and ominous theme music? OK, so maybe it&rsquo;s not <em>exactly</em> like that, but it may as well be with the stress that the interview process can induce. Providing a setting that&rsquo;s inviting puts the applicant at ease. A beach-themed room at the former Zappos offices in Henderson, NV, did just that. &ldquo;I think we do a good job of making people feel really comfortable. We give them a tour, things are pretty casual,&rdquo; says Mike Bailen, Senior HR Manager at Zappos. &ldquo;It&#39;s relaxed and conversational so they will feel they can be themselves.&rdquo; Because while recruiting might feel like detective work sometimes, matching company needs to an individual&rsquo;s skill sets, no one likes an interrogation room.</p> <p> <strong>Ask the Right Questions and Involve the Right People</strong></p> <p> Countless possible interview questions exist out there and so it&rsquo;s common practice for candidates to, well, practice. But too much practice can squash authenticity, and that&rsquo;s where a well thought out interview strategy comes in. Bailen offers insight into Zappos&rsquo; recruiting theory. &ldquo;We don&#39;t want someone to rehearse; we intentionally make our interview questions pretty easy to facilitate conversation.&rdquo; Using your interview time to really get to know your applicants pays off in the long run - after all, this is someone you will be spending a lot of time with if they get the job, so interview wisely. Avoiding simple yes or no questions as well as asking questions that will bring out someone&rsquo;s personality keeps the conversation going and creates the opportunity for applicants to open up.</p> <p> Closely related to asking the right questions is involving more people in the interview and decision-making process. Who will be working with this person the most? Bring them into the picture and coordinate what questions to cover and what data points you want collected. Candidates can tell when an interviewer isn&rsquo;t prepared and nothing feels worse than getting asked the same question by three different people.</p> <p> The interview process can be an oddly intimate setting with strangers you just met, but with the right tools, can become an opportunity to build relationships in a more organic way.</p> </div> <p class="date"> 06/19/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Few experiences induce more fear and dread than that of the job interview. Ironic, isn&rsquo;t it? &lsquo;You have a job opening! I want that job! Let&rsquo;s make this happen!&rsquo; Ah, if only it were so easy. Quite the opposite, the interview process itself is anything but easy for either party, and can often make people feel anything but themselves. Countless interview tips and tricks exist for hopeful applicants to pore over, from attire to speech to body language. So as a recruiter, how do you get a candidate to relax and be themselves so that you both can make the most out of the interview process?&nbsp;</p> </div> <div class="html clearfix clear"> <p> While the meat and potatoes of an interview is pretty standard (i.e. questions and answers in an office), recruiters have a lot of sometimes overlooked tools at their disposal that can set the tone and provide helpful data points along the way.</p> <p> <strong>It&rsquo;s Not Just about the Interview<img alt="" class="img-thumbnail img-responsive" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/alexisinterns.jpg" style="width: 500px; height: 572px; float: right; margin: 15px;" /> </strong></p> <p> Interviews don&rsquo;t start when an applicant walks into the room; they start at first contact, and every interaction with your company counts. For example, Zappos will ask its shuttle drivers how they were treated by interview candidates; if the feedback is negative, then that candidate doesn&rsquo;t move forward in the process, no matter how well they may have done in the actual interview. Why? Because we want people to be themselves, and if who they naturally are when they think no one is looking differs from how they act in the interview, then that&rsquo;s important to know. If your experience with the candidate was positive, but they were rude to your front desk or administrative assistant, wouldn&rsquo;t you want to know?</p> <p> <strong>Set the Stage</strong></p> <p> When you think of an interview, what do you picture? Is it something out of <em>Law &amp; Order</em>: bland room, people in suits, a spotlight, and ominous theme music? OK, so maybe it&rsquo;s not <em>exactly</em> like that, but it may as well be with the stress that the interview process can induce. Providing a setting that&rsquo;s inviting puts the applicant at ease. A beach-themed room at the former Zappos offices in Henderson, NV, did just that. &ldquo;I think we do a good job of making people feel really comfortable. We give them a tour, things are pretty casual,&rdquo; says Mike Bailen, Senior HR Manager at Zappos. &ldquo;It&#39;s relaxed and conversational so they will feel they can be themselves.&rdquo; Because while recruiting might feel like detective work sometimes, matching company needs to an individual&rsquo;s skill sets, no one likes an interrogation room.</p> <p> <strong>Ask the Right Questions and Involve the Right People</strong></p> <p> Countless possible interview questions exist out there and so it&rsquo;s common practice for candidates to, well, practice. But too much practice can squash authenticity, and that&rsquo;s where a well thought out interview strategy comes in. Bailen offers insight into Zappos&rsquo; recruiting theory. &ldquo;We don&#39;t want someone to rehearse; we intentionally make our interview questions pretty easy to facilitate conversation.&rdquo; Using your interview time to really get to know your applicants pays off in the long run - after all, this is someone you will be spending a lot of time with if they get the job, so interview wisely. Avoiding simple yes or no questions as well as asking questions that will bring out someone&rsquo;s personality keeps the conversation going and creates the opportunity for applicants to open up.</p> <p> Closely related to asking the right questions is involving more people in the interview and decision-making process. Who will be working with this person the most? Bring them into the picture and coordinate what questions to cover and what data points you want collected. Candidates can tell when an interviewer isn&rsquo;t prepared and nothing feels worse than getting asked the same question by three different people.</p> <p> The interview process can be an oddly intimate setting with strangers you just met, but with the right tools, can become an opportunity to build relationships in a more organic way.</p> </div> Fri, 20 Jun 2014 00:53:26 GMT http://www.zapposinsights.com/blog/item/hey-recruiters-connecting-with-your-candidates-can-be-hard-but-it-doesnt-have-to-be-here-are-3-tips- Zappos Insights Announces its Latest Offering in Culture and Customer Service Training: The School of WOW! http://www.zapposinsights.com/blog/item/zappos-insights-announces-its-latest-offering-in-culture-and-customer-service-training-the-school-of-wow <p class="date"> 06/16/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Designed and refined after years of custom events and participant feedback, the newly launched School of WOW has two offerings: one for customer service leaders and one for frontline employees.</p> </div> <div class="html clearfix clear"> <p> Led by Zappos customer service experts, both platforms review the key tools needed to set your customer service apart and really WOW your customers. Hosted at Zappos HQ in downtown Las Vegas, School of WOW for Leaders features call shadowing with our Customer Loyalty Team, call center-related presentations, and a Q &amp; A panel with CLT leaders. Our Frontline option brings the training straight to you and your team. Not only does it cover the nuts and bolts of stellar customer service, but it can also be customized to meet your team&rsquo;s needs.</p> <p> When Zappos first began, it was all about the shoes. There was a gap in the online marketplace for buying shoes online and in 1999, Zappos was created to fill it. The main goal <img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/SchoolofWOWLogo.png" style="width: 350px; height: 200px; float: right; margin: 15px;" />would be to provide the best online selection of shoes. But then something happened that changed the company&rsquo;s focus - that something was what is now known as the first WOW letter.</p> <p> In January 2000, a customer emailed Zappos to describe her recent shopping experience. She tried ordering two different pairs of shoes, both of which were unavailable, but that wasn&rsquo;t why she contacted us. It was the fast, courteous response of the Zappos Customer Loyalty Team as well as receiving both a gift certificate and a t-shirt for the inconvenience that WOW&rsquo;ed her. That feedback changed the focus of Zappos: What if the company focused not solely (see what we did there?) on <em>what</em> it sold, but <em>how</em> it sold it? What if Zappos focused on WOWing its customers? &ldquo;We asked ourselves what we wanted this company to stand for,&rdquo; said CEO Tony Hsieh, &ldquo;we didn&rsquo;t want to sell just shoes. I wasn&rsquo;t even into shoes - but I was passionate about customer service.&rdquo;</p> <p> These days, you can find much more than just shoes on Zappos. Clothing, housewares, accessories, outdoor gear, you name it. But after 15 years, offering the best customer service experience is what Zappos continues to strive for. Each new employee goes through a rigorous month-long training that focuses on nothing but customer service. They spend 40 hours on the phones helping our customers because regardless of the specific department they were hired for, customer service is the priority. Each holiday season when call volume goes up, everyone in the company pitches in and jumps on the phones because we want to maintain the same level of service no matter how busy it gets. Everything we do as a company goes back to customer service.</p> <p> As Zappos started to become known for these customer service standards, people began asking how they were developed and if other companies could implement them. In 2008, Zappos Insights was created to address such interest and develop different offerings for other companies. With tens of thousands of requests for a customer service-specific training, we are beyond thrilled to introduce our latest Zappos Insights offering, the School of WOW.</p> <p> Click on the following link for more details: <a href="http://www.zapposinsights.com/training/school-of-wow">http://www.zapposinsights.com/training/school-of-wow</a></p> <p> &nbsp;</p> </div> <p class="date"> 06/16/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> Designed and refined after years of custom events and participant feedback, the newly launched School of WOW has two offerings: one for customer service leaders and one for frontline employees.</p> </div> <div class="html clearfix clear"> <p> Led by Zappos customer service experts, both platforms review the key tools needed to set your customer service apart and really WOW your customers. Hosted at Zappos HQ in downtown Las Vegas, School of WOW for Leaders features call shadowing with our Customer Loyalty Team, call center-related presentations, and a Q &amp; A panel with CLT leaders. Our Frontline option brings the training straight to you and your team. Not only does it cover the nuts and bolts of stellar customer service, but it can also be customized to meet your team&rsquo;s needs.</p> <p> When Zappos first began, it was all about the shoes. There was a gap in the online marketplace for buying shoes online and in 1999, Zappos was created to fill it. The main goal <img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/SchoolofWOWLogo.png" style="width: 350px; height: 200px; float: right; margin: 15px;" />would be to provide the best online selection of shoes. But then something happened that changed the company&rsquo;s focus - that something was what is now known as the first WOW letter.</p> <p> In January 2000, a customer emailed Zappos to describe her recent shopping experience. She tried ordering two different pairs of shoes, both of which were unavailable, but that wasn&rsquo;t why she contacted us. It was the fast, courteous response of the Zappos Customer Loyalty Team as well as receiving both a gift certificate and a t-shirt for the inconvenience that WOW&rsquo;ed her. That feedback changed the focus of Zappos: What if the company focused not solely (see what we did there?) on <em>what</em> it sold, but <em>how</em> it sold it? What if Zappos focused on WOWing its customers? &ldquo;We asked ourselves what we wanted this company to stand for,&rdquo; said CEO Tony Hsieh, &ldquo;we didn&rsquo;t want to sell just shoes. I wasn&rsquo;t even into shoes - but I was passionate about customer service.&rdquo;</p> <p> These days, you can find much more than just shoes on Zappos. Clothing, housewares, accessories, outdoor gear, you name it. But after 15 years, offering the best customer service experience is what Zappos continues to strive for. Each new employee goes through a rigorous month-long training that focuses on nothing but customer service. They spend 40 hours on the phones helping our customers because regardless of the specific department they were hired for, customer service is the priority. Each holiday season when call volume goes up, everyone in the company pitches in and jumps on the phones because we want to maintain the same level of service no matter how busy it gets. Everything we do as a company goes back to customer service.</p> <p> As Zappos started to become known for these customer service standards, people began asking how they were developed and if other companies could implement them. In 2008, Zappos Insights was created to address such interest and develop different offerings for other companies. With tens of thousands of requests for a customer service-specific training, we are beyond thrilled to introduce our latest Zappos Insights offering, the School of WOW.</p> <p> Click on the following link for more details: <a href="http://www.zapposinsights.com/training/school-of-wow">http://www.zapposinsights.com/training/school-of-wow</a></p> <p> &nbsp;</p> </div> Mon, 16 Jun 2014 23:13:01 GMT http://www.zapposinsights.com/blog/item/zappos-insights-announces-its-latest-offering-in-culture-and-customer-service-training-the-school-of-wow Tony Hsieh Tweeting from Twitter in a Tweet Chat http://www.zapposinsights.com/blog/item/tony-hsieh-tweeting-from-twitter-in-a-tweet-chat <p class="date"> 06/12/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> If you follow @InsideZappos on Twitter, you may already be familiar with our Recruiting Team&rsquo;s regular tweet chats. CEO Tony Hsieh joined in for the rapid-fire fun during today&rsquo;s chat.</p> </div> <div class="html clearfix clear"> <p> <img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/Tony_Recruiting.png" style="width: 400px; height: 209px; margin: 15px; float: right;" /></p> <p> <strong>Tony:</strong>&nbsp;Good morning from&nbsp;<strike><u>@</u></strike><strong><u>Zappos&nbsp;</u></strong>HQ in downtown Vegas! I&#39;ll be tweeting replies over the next 50 mins to&nbsp;<a href="https://twitter.com/InsideZappos"><strike>@</strike><strong>InsideZappos</strong></a>&nbsp;Q&#39;s... -Tony&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> <strong>Q1:</strong>What&#39;s your craziest Zappos memory?</p> <p> <strong>A1:</strong>&nbsp;Vendor party w/baby goat on leash &amp; adult w/ only diaper on. Next day: vendor said he over drank, didn&#39;t know it was real.&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q2:</strong>On the toughest of tough days, what&#39;s your inspiration to keep going and stay positive?</p> <p> <strong>A2:</strong>&nbsp;It&#39;s the culture &amp; people that inspire me. It&#39;s possible when coworkers are also true friends... we can laugh together&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q3:</strong>What qualities do you look for in a Zappos employee?</p> <p> <strong>A3:</strong>&nbsp;For Zappos employees, I care about core values fit, ability to execute, good intentions &amp; trust/alignment w/ our vision.&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> <strong>Q4:</strong>What do you like best about living in Las Vegas?&nbsp;</p> <p> <strong>A4:</strong>&nbsp;Downtown Vegas feels like small town/community but Vegas has infrastructure to support 40 mm visitors. Best of both worlds&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q5:</strong>What are some of most creative Zappos job titles you&#39;ve seen over the years?</p> <p> <strong>A5:</strong>&nbsp;My favorite title is actually for a computer printer, not a person, on east side of previous building: &quot;Print Eastwood&quot;&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q6:</strong>It&#39;s June 2019. What does Zappos look like?</p> <p> <strong>A6:</strong>&nbsp;No idea what Zappos will look like in 2019... Maybe Zappos Airlines or Zappos Hotel w/ service/culture/community focus?&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q7:</strong>If you were stuck in an airport overnight, what music video would you want to shoot?</p> <p> <strong>A7:&nbsp;</strong>If I Could Turn Back Time. Just saw Cher in concert, was amazing. I&#39;d actually like to go on a date w/ her, please help!&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q8:</strong>What&#39;s the #1 reason that people should want to join Zappos?</p> <p> <strong>A8:</strong>&nbsp;#1 reason to join Zappos if you like us and we like you: So you can find your tribe.&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> <strong>Tony:</strong>&nbsp;Thanks everyone, this was fun! Signing out now! -Tony&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> &nbsp;</p> <p> Get to know our recruiting team! Follow @InsideZappos or check them out at&nbsp;<a href="http://jobs.zappos.com/">http://jobs.zappos.com/</a>for regular updates.</p> <p> &nbsp;</p> </div> <p class="date"> 06/12/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> If you follow @InsideZappos on Twitter, you may already be familiar with our Recruiting Team&rsquo;s regular tweet chats. CEO Tony Hsieh joined in for the rapid-fire fun during today&rsquo;s chat.</p> </div> <div class="html clearfix clear"> <p> <img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/Tony_Recruiting.png" style="width: 400px; height: 209px; margin: 15px; float: right;" /></p> <p> <strong>Tony:</strong>&nbsp;Good morning from&nbsp;<strike><u>@</u></strike><strong><u>Zappos&nbsp;</u></strong>HQ in downtown Vegas! I&#39;ll be tweeting replies over the next 50 mins to&nbsp;<a href="https://twitter.com/InsideZappos"><strike>@</strike><strong>InsideZappos</strong></a>&nbsp;Q&#39;s... -Tony&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> <strong>Q1:</strong>What&#39;s your craziest Zappos memory?</p> <p> <strong>A1:</strong>&nbsp;Vendor party w/baby goat on leash &amp; adult w/ only diaper on. Next day: vendor said he over drank, didn&#39;t know it was real.&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q2:</strong>On the toughest of tough days, what&#39;s your inspiration to keep going and stay positive?</p> <p> <strong>A2:</strong>&nbsp;It&#39;s the culture &amp; people that inspire me. It&#39;s possible when coworkers are also true friends... we can laugh together&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q3:</strong>What qualities do you look for in a Zappos employee?</p> <p> <strong>A3:</strong>&nbsp;For Zappos employees, I care about core values fit, ability to execute, good intentions &amp; trust/alignment w/ our vision.&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> <strong>Q4:</strong>What do you like best about living in Las Vegas?&nbsp;</p> <p> <strong>A4:</strong>&nbsp;Downtown Vegas feels like small town/community but Vegas has infrastructure to support 40 mm visitors. Best of both worlds&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q5:</strong>What are some of most creative Zappos job titles you&#39;ve seen over the years?</p> <p> <strong>A5:</strong>&nbsp;My favorite title is actually for a computer printer, not a person, on east side of previous building: &quot;Print Eastwood&quot;&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q6:</strong>It&#39;s June 2019. What does Zappos look like?</p> <p> <strong>A6:</strong>&nbsp;No idea what Zappos will look like in 2019... Maybe Zappos Airlines or Zappos Hotel w/ service/culture/community focus?&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q7:</strong>If you were stuck in an airport overnight, what music video would you want to shoot?</p> <p> <strong>A7:&nbsp;</strong>If I Could Turn Back Time. Just saw Cher in concert, was amazing. I&#39;d actually like to go on a date w/ her, please help!&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a><br /> <br /> <strong>Q8:</strong>What&#39;s the #1 reason that people should want to join Zappos?</p> <p> <strong>A8:</strong>&nbsp;#1 reason to join Zappos if you like us and we like you: So you can find your tribe.&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> <strong>Tony:</strong>&nbsp;Thanks everyone, this was fun! Signing out now! -Tony&nbsp;<a href="https://twitter.com/hashtag/insidezappos?src=hash"><strike>#</strike><strong>insidezappos</strong></a></p> <p> &nbsp;</p> <p> Get to know our recruiting team! Follow @InsideZappos or check them out at&nbsp;<a href="http://jobs.zappos.com/">http://jobs.zappos.com/</a>for regular updates.</p> <p> &nbsp;</p> </div> Thu, 12 Jun 2014 19:26:29 GMT http://www.zapposinsights.com/blog/item/tony-hsieh-tweeting-from-twitter-in-a-tweet-chat Why Zappos Uses an Open Office Design http://www.zapposinsights.com/blog/item/why-zappos-uses-an-open-office-design <p class="date"> 06/05/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> When it comes to start-ups, the setting is often one of familiarity over resources. Garages, apartments, even local coffee shops become places to hunker down, create, and collaborate, and Zappos&rsquo; early days were no different. In 1999, it was a tiny apartment in San Francisco that fostered interaction and innovation; today it&rsquo;s the former City Hall in downtown Las Vegas. And while our setting has changed over the years, it&rsquo;s that feeling of a start-up we want to retain. So how does a company do that when it grows from a few employees to 1,500? It&rsquo;s all about the layout.</p> </div> <div class="html clearfix clear"> <p> <strong>Creating an Entrepreneurial Culture</strong></p> <p> <strong><img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/OpenOffice.JPG" style="width: 500px; height: 313px; float: right; margin: 15px;" /></strong></p> <p> &ldquo;A lot of the stuff we do, both from the Zappos perspective in terms of employees within the office and the city level is really thinking about how do you get people to collide more often. We prioritized collisions over convenience.&rdquo; - Tony Hsieh</p> <p> Whether it was a small apartment or a few spaces in an office park, Zappos has always had an open floor plan. Picture an open office as a space without walls, with work stations side by side, allowing for approximately 100 square feet per person. &ldquo;From a cultural perspective, we&rsquo;ve never had offices at Zappos,&rdquo; said Rob Timoshuk, Director of Operations, &ldquo;it&rsquo;s very important that we don&rsquo;t.&rdquo; As Zappos has grown, it has faced familiar business challenges: more employees mean more square footage needs, and accommodating for growth has always been a top-of-mind concern for the company. Brad Tomm, Senior Manager of Campus Operations and Sustainability, points out that typically as companies increase in size, &ldquo;you start to close yourselves off, you start having offices.&rdquo; Moving into the former City Hall provided a unique opportunity to avoid that while preserving its iconic design and retrofitting its interior to current needs.</p> <p> Large, traditional offices and dead spaces were replaced with an adaptable open floor layout. Coveted spots such as a corner window with a view are now common areas with comfy furniture for all employees to enjoy. There are no corner offices at Zappos. &ldquo;We designed this office so that people can really customize the space to fit their team&rsquo;s needs,&rdquo; said Timoshuk. &ldquo;A lot of it is organic, we did it in such a way so that people can move it around - data and power from the ceiling, it&#39;s all built to change - we leave it up to the employees. I think after we provide the shell and the structure it&#39;s not up to us anymore, it&#39;s more of an organic approach.&rdquo; Tomm noted, &ldquo;This is what a coworking lab looks like with high employee density . . . it&#39;s a good fit for our culture and that&#39;s why it works.&rdquo;</p> <p> <strong>Don&rsquo;t Lose That Start-Up Feeling</strong></p> <p> &ldquo;Launching a business is kind of like a motorboat: You can go very quickly and turn fast . . . a bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it&rsquo;s harder to turn quickly.&rdquo; &ndash; Tony Hsieh</p> <p> So what&rsquo;s the big deal about start-up culture and how can it help a company to foster it? Anyone who&rsquo;s worked at a start-up will tell you that there&rsquo;s a buzz in the air, an energy that drives everyone. It&rsquo;s a lot of late nights and early mornings and feeling part of a shared vision and a common goal. &ldquo;I love the creation, the driving blind aspect of it all, never knowing if what you are doing is the right way to do it and constantly having to come up with solutions and try new ideas out,&rdquo; says Rachel Wenman, Director of Business Development at local Las Vegas start-up It&rsquo;s On Me. &ldquo;I love celebrating, and because you start at the bottom, every day is a celebration and a new milestone.&rdquo; Excitement grows but with growth comes fear of the dreaded &lsquo;C&rsquo; word: Corporate. Growth is too often seen as a culture killer and the beginning of the end of what made a company what it is.</p> <p> Freedom, accessibility, and accountability are all rampant in the beginning. Simply put: it&rsquo;s easier to get things done. Bureaucratic red tape has yet to rear its hoop-jumping head. If you want help on a project, you can tap Joe sitting across the table from you, and if a job&rsquo;s not getting done, it&rsquo;s easier to ask your friend how you can help rather than sending an email into a black hole void. There&rsquo;s a sense of responsibility, community, and connectedness when you know everyone you&rsquo;re working with, and people are more likely to do what they said they&rsquo;d do. All of these traits become more challenging and difficult to scale without strategic designs in place, and an open office sets out to do just that: keep things open.</p> <p> Since moving into its downtown digs in October 2013, Zappos continues to see benefits to its new floor plan. &ldquo;You can fit more people with [an open office] &ndash; a high employee density which is more efficient and more productive, too,&rdquo; said Tomm. Timoshuk added, &ldquo;I think it&rsquo;s a more personable environment - there&rsquo;s more communication.&rdquo; An open design lends itself to more interactions, more sharing of ideas, and faster decision making. &ldquo;I think it decreases the number of meetings. It fosters a culture of being able to do a quick two-minute walk-up meeting,&rdquo; Tomm said. And who doesn&rsquo;t want fewer meetings? But he also cautions, &ldquo;You have to be self-regulated to work in this environment. If you need to put your headphones on, do it.&rdquo;</p> <p> Zappos CEO Tony Hsieh often refers to the statistic that when cities double in size, productivity goes up 15%, yet productivity per employee goes down as companies grow. Whether your company has 10 employees or 10,000, open office designs and higher employee densities offer more interactions than the usual office setting and hopefully, more productivity and innovation. A lot of businesses are banking on it.&nbsp;</p> </div> <p class="date"> 06/05/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> When it comes to start-ups, the setting is often one of familiarity over resources. Garages, apartments, even local coffee shops become places to hunker down, create, and collaborate, and Zappos&rsquo; early days were no different. In 1999, it was a tiny apartment in San Francisco that fostered interaction and innovation; today it&rsquo;s the former City Hall in downtown Las Vegas. And while our setting has changed over the years, it&rsquo;s that feeling of a start-up we want to retain. So how does a company do that when it grows from a few employees to 1,500? It&rsquo;s all about the layout.</p> </div> <div class="html clearfix clear"> <p> <strong>Creating an Entrepreneurial Culture</strong></p> <p> <strong><img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/OpenOffice.JPG" style="width: 500px; height: 313px; float: right; margin: 15px;" /></strong></p> <p> &ldquo;A lot of the stuff we do, both from the Zappos perspective in terms of employees within the office and the city level is really thinking about how do you get people to collide more often. We prioritized collisions over convenience.&rdquo; - Tony Hsieh</p> <p> Whether it was a small apartment or a few spaces in an office park, Zappos has always had an open floor plan. Picture an open office as a space without walls, with work stations side by side, allowing for approximately 100 square feet per person. &ldquo;From a cultural perspective, we&rsquo;ve never had offices at Zappos,&rdquo; said Rob Timoshuk, Director of Operations, &ldquo;it&rsquo;s very important that we don&rsquo;t.&rdquo; As Zappos has grown, it has faced familiar business challenges: more employees mean more square footage needs, and accommodating for growth has always been a top-of-mind concern for the company. Brad Tomm, Senior Manager of Campus Operations and Sustainability, points out that typically as companies increase in size, &ldquo;you start to close yourselves off, you start having offices.&rdquo; Moving into the former City Hall provided a unique opportunity to avoid that while preserving its iconic design and retrofitting its interior to current needs.</p> <p> Large, traditional offices and dead spaces were replaced with an adaptable open floor layout. Coveted spots such as a corner window with a view are now common areas with comfy furniture for all employees to enjoy. There are no corner offices at Zappos. &ldquo;We designed this office so that people can really customize the space to fit their team&rsquo;s needs,&rdquo; said Timoshuk. &ldquo;A lot of it is organic, we did it in such a way so that people can move it around - data and power from the ceiling, it&#39;s all built to change - we leave it up to the employees. I think after we provide the shell and the structure it&#39;s not up to us anymore, it&#39;s more of an organic approach.&rdquo; Tomm noted, &ldquo;This is what a coworking lab looks like with high employee density . . . it&#39;s a good fit for our culture and that&#39;s why it works.&rdquo;</p> <p> <strong>Don&rsquo;t Lose That Start-Up Feeling</strong></p> <p> &ldquo;Launching a business is kind of like a motorboat: You can go very quickly and turn fast . . . a bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it&rsquo;s harder to turn quickly.&rdquo; &ndash; Tony Hsieh</p> <p> So what&rsquo;s the big deal about start-up culture and how can it help a company to foster it? Anyone who&rsquo;s worked at a start-up will tell you that there&rsquo;s a buzz in the air, an energy that drives everyone. It&rsquo;s a lot of late nights and early mornings and feeling part of a shared vision and a common goal. &ldquo;I love the creation, the driving blind aspect of it all, never knowing if what you are doing is the right way to do it and constantly having to come up with solutions and try new ideas out,&rdquo; says Rachel Wenman, Director of Business Development at local Las Vegas start-up It&rsquo;s On Me. &ldquo;I love celebrating, and because you start at the bottom, every day is a celebration and a new milestone.&rdquo; Excitement grows but with growth comes fear of the dreaded &lsquo;C&rsquo; word: Corporate. Growth is too often seen as a culture killer and the beginning of the end of what made a company what it is.</p> <p> Freedom, accessibility, and accountability are all rampant in the beginning. Simply put: it&rsquo;s easier to get things done. Bureaucratic red tape has yet to rear its hoop-jumping head. If you want help on a project, you can tap Joe sitting across the table from you, and if a job&rsquo;s not getting done, it&rsquo;s easier to ask your friend how you can help rather than sending an email into a black hole void. There&rsquo;s a sense of responsibility, community, and connectedness when you know everyone you&rsquo;re working with, and people are more likely to do what they said they&rsquo;d do. All of these traits become more challenging and difficult to scale without strategic designs in place, and an open office sets out to do just that: keep things open.</p> <p> Since moving into its downtown digs in October 2013, Zappos continues to see benefits to its new floor plan. &ldquo;You can fit more people with [an open office] &ndash; a high employee density which is more efficient and more productive, too,&rdquo; said Tomm. Timoshuk added, &ldquo;I think it&rsquo;s a more personable environment - there&rsquo;s more communication.&rdquo; An open design lends itself to more interactions, more sharing of ideas, and faster decision making. &ldquo;I think it decreases the number of meetings. It fosters a culture of being able to do a quick two-minute walk-up meeting,&rdquo; Tomm said. And who doesn&rsquo;t want fewer meetings? But he also cautions, &ldquo;You have to be self-regulated to work in this environment. If you need to put your headphones on, do it.&rdquo;</p> <p> Zappos CEO Tony Hsieh often refers to the statistic that when cities double in size, productivity goes up 15%, yet productivity per employee goes down as companies grow. Whether your company has 10 employees or 10,000, open office designs and higher employee densities offer more interactions than the usual office setting and hopefully, more productivity and innovation. A lot of businesses are banking on it.&nbsp;</p> </div> Thu, 05 Jun 2014 23:30:41 GMT http://www.zapposinsights.com/blog/item/why-zappos-uses-an-open-office-design What? No Job Postings?!? http://www.zapposinsights.com/blog/item/what-no-job-postings <p class="date"> 05/28/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> <em>You may have heard the news recently about Zappos&#39; exciting new recruiting strategy! Mike Bailen, Senior HR Manager, talks about how doing away with job postings came about.&nbsp;</em></p> </div> <div class="html clearfix clear"> <p> If you ask my team, they will tell you that I <strong>love</strong> change and innovation. In the last couple of years I&rsquo;ve helped push our team to new heights in sourcing, pioneering, and exploring new HR technology, building in efficiencies and finding unique ways to connect with potential candidates. When I look back at all of those &ldquo;innovative&rdquo; initiatives, I now realize that I was just iterating on a fundamentally broken process.</p> <p> Recruiting has become a walking contradiction. We care about the candidate experience,&nbsp;but we spend five to seven seconds looking at a resume. We are dedicated to get back to all candidates in an effort to provide great service, but the vast majority of candidates get a rejection email. We consider ourselves marketers, but we blow up social newsfeeds with job postings and send generic templated InMails.&nbsp;We care deeply about company culture and quality of hire, but we strive to fill positions as quickly as possible. We know employment brand and company brand are one and the same in the eyes of candidates, but we still allow candidates to slip into a black hole and ignore their existence.</p> <p> What&rsquo;s our purpose? What&rsquo;s our value add to the company? I want our recruiters to build long-term, sustainable relationships with people. I don&rsquo;t want our first interaction with <img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/InsideZapposprofilepic-scaled.jpg" style="width: 400px; height: 400px; margin-right: 15px; margin-left: 15px; float: right;" />someone to be over a rejection email template. I want our team to deliver the same WOW experiences that have made Zappos . . . Zappos. The problem is, our recruiters are too damn busy. Too busy to build real relationships, too busy to WOW our candidates, and too busy to strategically seek out thought leaders, innovators, and entrepreneurs who will advance our business and drive our culture forward for years and years to come.</p> <p> But <em>why</em>? What could be more important than seeking out, identifying, and building relationships with amazing people doing amazing things. Last year, we received more than 31,000 applicants and hired about 1.5 percent of all those applicants. Our recruiting team and hiring teams were constantly on their heels trying to keep up with the volume. Applicants would apply for multiple roles, weren&rsquo;t qualified, or weren&rsquo;t a culture/team fit. We&rsquo;ve been committed to getting back to every single applicant (which surprisingly is a differentiator in this recruiting world we live in).</p> <p> What this means is that we had to reject more than 30,000 unqualified applicants. That&rsquo;s 30,000 times a recruiter had to click and scan through a resume and cover letter, 30,000 times a rejection template had to be sent, and 30,000 missed opportunities on doing something more meaningful. What&rsquo;s even more crazy is that we had over an 80 percent bounce rate from our careers site last year. Thus the majority of people who might have a great skill or were the perfect culture match couldn&rsquo;t even find the appropriate opening at the appropriate time and left our career site most likely never to be heard from ever again.</p> <p> After a few sleepless nights, lots of brainstorming, and some liquid courage, we decided the answer is to shut off job postings. Yes, you read that right. No job postings. Let&rsquo;s not let our first interaction be through a crappy job description and a lifeless resume. Let&rsquo;s remove the front door that keeps us catatonically busy. And most importantly, let&rsquo;s put people first. The knee jerk reaction to this no-job-posting model is always &ldquo;that&rsquo;s crazy&rdquo; and &ldquo;how are you going to capture and connect with job seekers?&rdquo;</p> <p> Capturing and connecting with job seekers is still important. In fact, the word &ldquo;connecting&rdquo; is taking on a whole new meaning. Anyone coming to <a href="http://jobs.zappos.com/"><strong>our new careers site</strong></a> will see information about each department &mdash; our employees, the department&rsquo;s unique culture, and which roles that department typically fills. Job seekers will have an opportunity to make an introduction to that department rather than apply for a specific position. The whole concept is to &ldquo;take a look Inside Zappos.&rdquo; Job seekers will get to take a look &ldquo;Inside Finance,&rdquo; &ldquo;Inside Merch,&rdquo; etc. If they look inside and like what they see, they can introduce themselves and become a &ldquo;Zappos Insider.&rdquo; Without the ability to apply for specific roles, we will no longer need to send inhumane rejection templates. Instead, we can begin to focus on long-term engagement.</p> <p> Job postings are so one-sided. We ask the candidate to sum up their existence on a sheet of paper and quickly rush to judgment without giving much in return. In our model, we want to be super transparent and accessible. Zappos Insiders will have unique access to content, Google Hangouts, and discussions with recruiters and hiring teams. Since the call-to-action is to become an Insider versus applying for a specific opening, we will capture more people with a variety of skill sets that we can pipeline for current or future openings.</p> <p> With our renewed focus on relationship building and two-way interaction, our recruiters will have the ability and insight to pair up Insiders with potential roles for Zappos. By removing the redundant nature of screening, reviewing, and rejecting candidates, we will redirect that energy into creating proactive pipelines of talent. When our managers have an opening in the future, we&rsquo;ll already have Insiders pipelined, prequalified, and ready to be interviewed. Instead of posting openings to job boards, we will be marketing openings and headhunting in a very targeted and direct fashion. We will use our existing employees for referrals, run targeted ad campaigns, and aggressively headhunt on various channels. These actions will provide a feeder into our Insider pool. All of our energy and resources will be directed in a purposeful and meaningful way.</p> <p> I&rsquo;m excited to move away from the transactional and redundant nature of recruiting that exists today. Let&rsquo;s live up the promises we make to ourselves, our hiring teams, and most importantly, our candidates. Going forward I&rsquo;m committed to innovate rather than iterate &hellip; no matter how crazy the idea appears to be.</p> </div> <p class="date"> 05/28/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> <em>You may have heard the news recently about Zappos&#39; exciting new recruiting strategy! Mike Bailen, Senior HR Manager, talks about how doing away with job postings came about.&nbsp;</em></p> </div> <div class="html clearfix clear"> <p> If you ask my team, they will tell you that I <strong>love</strong> change and innovation. In the last couple of years I&rsquo;ve helped push our team to new heights in sourcing, pioneering, and exploring new HR technology, building in efficiencies and finding unique ways to connect with potential candidates. When I look back at all of those &ldquo;innovative&rdquo; initiatives, I now realize that I was just iterating on a fundamentally broken process.</p> <p> Recruiting has become a walking contradiction. We care about the candidate experience,&nbsp;but we spend five to seven seconds looking at a resume. We are dedicated to get back to all candidates in an effort to provide great service, but the vast majority of candidates get a rejection email. We consider ourselves marketers, but we blow up social newsfeeds with job postings and send generic templated InMails.&nbsp;We care deeply about company culture and quality of hire, but we strive to fill positions as quickly as possible. We know employment brand and company brand are one and the same in the eyes of candidates, but we still allow candidates to slip into a black hole and ignore their existence.</p> <p> What&rsquo;s our purpose? What&rsquo;s our value add to the company? I want our recruiters to build long-term, sustainable relationships with people. I don&rsquo;t want our first interaction with <img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/photos/InsideZapposprofilepic-scaled.jpg" style="width: 400px; height: 400px; margin-right: 15px; margin-left: 15px; float: right;" />someone to be over a rejection email template. I want our team to deliver the same WOW experiences that have made Zappos . . . Zappos. The problem is, our recruiters are too damn busy. Too busy to build real relationships, too busy to WOW our candidates, and too busy to strategically seek out thought leaders, innovators, and entrepreneurs who will advance our business and drive our culture forward for years and years to come.</p> <p> But <em>why</em>? What could be more important than seeking out, identifying, and building relationships with amazing people doing amazing things. Last year, we received more than 31,000 applicants and hired about 1.5 percent of all those applicants. Our recruiting team and hiring teams were constantly on their heels trying to keep up with the volume. Applicants would apply for multiple roles, weren&rsquo;t qualified, or weren&rsquo;t a culture/team fit. We&rsquo;ve been committed to getting back to every single applicant (which surprisingly is a differentiator in this recruiting world we live in).</p> <p> What this means is that we had to reject more than 30,000 unqualified applicants. That&rsquo;s 30,000 times a recruiter had to click and scan through a resume and cover letter, 30,000 times a rejection template had to be sent, and 30,000 missed opportunities on doing something more meaningful. What&rsquo;s even more crazy is that we had over an 80 percent bounce rate from our careers site last year. Thus the majority of people who might have a great skill or were the perfect culture match couldn&rsquo;t even find the appropriate opening at the appropriate time and left our career site most likely never to be heard from ever again.</p> <p> After a few sleepless nights, lots of brainstorming, and some liquid courage, we decided the answer is to shut off job postings. Yes, you read that right. No job postings. Let&rsquo;s not let our first interaction be through a crappy job description and a lifeless resume. Let&rsquo;s remove the front door that keeps us catatonically busy. And most importantly, let&rsquo;s put people first. The knee jerk reaction to this no-job-posting model is always &ldquo;that&rsquo;s crazy&rdquo; and &ldquo;how are you going to capture and connect with job seekers?&rdquo;</p> <p> Capturing and connecting with job seekers is still important. In fact, the word &ldquo;connecting&rdquo; is taking on a whole new meaning. Anyone coming to <a href="http://jobs.zappos.com/"><strong>our new careers site</strong></a> will see information about each department &mdash; our employees, the department&rsquo;s unique culture, and which roles that department typically fills. Job seekers will have an opportunity to make an introduction to that department rather than apply for a specific position. The whole concept is to &ldquo;take a look Inside Zappos.&rdquo; Job seekers will get to take a look &ldquo;Inside Finance,&rdquo; &ldquo;Inside Merch,&rdquo; etc. If they look inside and like what they see, they can introduce themselves and become a &ldquo;Zappos Insider.&rdquo; Without the ability to apply for specific roles, we will no longer need to send inhumane rejection templates. Instead, we can begin to focus on long-term engagement.</p> <p> Job postings are so one-sided. We ask the candidate to sum up their existence on a sheet of paper and quickly rush to judgment without giving much in return. In our model, we want to be super transparent and accessible. Zappos Insiders will have unique access to content, Google Hangouts, and discussions with recruiters and hiring teams. Since the call-to-action is to become an Insider versus applying for a specific opening, we will capture more people with a variety of skill sets that we can pipeline for current or future openings.</p> <p> With our renewed focus on relationship building and two-way interaction, our recruiters will have the ability and insight to pair up Insiders with potential roles for Zappos. By removing the redundant nature of screening, reviewing, and rejecting candidates, we will redirect that energy into creating proactive pipelines of talent. When our managers have an opening in the future, we&rsquo;ll already have Insiders pipelined, prequalified, and ready to be interviewed. Instead of posting openings to job boards, we will be marketing openings and headhunting in a very targeted and direct fashion. We will use our existing employees for referrals, run targeted ad campaigns, and aggressively headhunt on various channels. These actions will provide a feeder into our Insider pool. All of our energy and resources will be directed in a purposeful and meaningful way.</p> <p> I&rsquo;m excited to move away from the transactional and redundant nature of recruiting that exists today. Let&rsquo;s live up the promises we make to ourselves, our hiring teams, and most importantly, our candidates. Going forward I&rsquo;m committed to innovate rather than iterate &hellip; no matter how crazy the idea appears to be.</p> </div> Wed, 28 May 2014 17:00:16 GMT http://www.zapposinsights.com/blog/item/what-no-job-postings Being Completely Honest . . . Would You Hire You? http://www.zapposinsights.com/blog/item/being-completely-honest-would-you-hire-you <p class="date"> 05/15/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> <em>Jon Wolske, Zappos Culture Evangelist, travels a lot for speaking engagements and practically lives in airports. This week he shares with us an observation during his travels as it relates to hiring.&nbsp;</em></p> </div> <div class="html clearfix clear"> <p> Airline delays are a matter of fact. Getting a large craft into the air to safely ferry hundreds of passengers cannot be logistically easy, but as flyers we assume that it is and therefore anything that holds us up is just an unnecessary nuisance. The airlines really are trying their hardest to get your flights in the air on time.</p> <p> <em><img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/jonscaled.jpg" style="width: 458px; height: 400px; float: right; margin: 15px;" /></em></p> <div> &nbsp;</div> <p> Now, thinking like an HR recruiter or hiring manager, what if you could watch potential candidates and their reactions to a delayed flight? I think you might actually see the true nature of the candidate - without asking them any questions at all!</p> <p> Today my flight was delayed by two hours. The departure information monitors never indicated such a delay after being changed the first time to reflect a 45-minute delay. This lack of service/information is concerning, and I do feel that the airline should have been more forthcoming with the expected departure time, but that wasn&#39;t what sparked my observation.&nbsp;</p> <p> Otherwise reasonable people started talking in nonsensical terms about how much they had been wronged. The entire wait was made worse and worse by each grumbling passenger reminding us over and over again about how late the plane was.&nbsp;</p> <p> Others (myself included) tried our best to occupy our time with emails, Facebook or any of the many other distractions that are living in our pockets and purses all day everyday. I even wrote a blog post for my personal &#39;blog no one reads&#39; and posted and revised it.&nbsp;</p> <p> If I were looking at my fellow passengers as potential employees, there would be just a few that I would even consider fit for anything that might have any possibility for hiccups, mistakes, or stress, and I certainly wouldn&#39;t want them face-to-face with my customers, vendors, or clients.</p> <p> Now, flip the situation around: if you were a hiring manager watching yourself go through a flight delay situation, would you hire you?</p> </div> <p class="date"> 05/15/2014 &nbsp;&nbsp;&nbsp;&nbsp; </p> <script type="text/javascript">var switchTo5x=true;</script> <script type="text/javascript" src="http://w.sharethis.com/button/buttons.js"></script> <script type="text/javascript">stLight.options({publisher: "cec80d9a-458b-434f-a39f-c0b9f446c13e", doNotHash: false, doNotCopy: false, hashAddressBar: false});</script> <div class="socialBar"> <span class='st_facebook_hcount' displayText='Facebook'></span> <span class='st_twitter_hcount' displayText='Tweet'></span> <span class='st_linkedin_hcount' displayText='LinkedIn'></span> <span class='st_googleplus_hcount' displayText='Google +'></span> </div> <div class="summary"> <p> <em>Jon Wolske, Zappos Culture Evangelist, travels a lot for speaking engagements and practically lives in airports. This week he shares with us an observation during his travels as it relates to hiring.&nbsp;</em></p> </div> <div class="html clearfix clear"> <p> Airline delays are a matter of fact. Getting a large craft into the air to safely ferry hundreds of passengers cannot be logistically easy, but as flyers we assume that it is and therefore anything that holds us up is just an unnecessary nuisance. The airlines really are trying their hardest to get your flights in the air on time.</p> <p> <em><img alt="" class="img-thumbnail" src="http://www.zapposinsights.com/files/accounts/zappos/assets/images/jonscaled.jpg" style="width: 458px; height: 400px; float: right; margin: 15px;" /></em></p> <div> &nbsp;</div> <p> Now, thinking like an HR recruiter or hiring manager, what if you could watch potential candidates and their reactions to a delayed flight? I think you might actually see the true nature of the candidate - without asking them any questions at all!</p> <p> Today my flight was delayed by two hours. The departure information monitors never indicated such a delay after being changed the first time to reflect a 45-minute delay. This lack of service/information is concerning, and I do feel that the airline should have been more forthcoming with the expected departure time, but that wasn&#39;t what sparked my observation.&nbsp;</p> <p> Otherwise reasonable people started talking in nonsensical terms about how much they had been wronged. The entire wait was made worse and worse by each grumbling passenger reminding us over and over again about how late the plane was.&nbsp;</p> <p> Others (myself included) tried our best to occupy our time with emails, Facebook or any of the many other distractions that are living in our pockets and purses all day everyday. I even wrote a blog post for my personal &#39;blog no one reads&#39; and posted and revised it.&nbsp;</p> <p> If I were looking at my fellow passengers as potential employees, there would be just a few that I would even consider fit for anything that might have any possibility for hiccups, mistakes, or stress, and I certainly wouldn&#39;t want them face-to-face with my customers, vendors, or clients.</p> <p> Now, flip the situation around: if you were a hiring manager watching yourself go through a flight delay situation, would you hire you?</p> </div> Thu, 15 May 2014 17:39:10 GMT http://www.zapposinsights.com/blog/item/being-completely-honest-would-you-hire-you