The Importance of Staying Connected to Your Customers

12/03/2014     

3 comments

There’s a plethora of examples of what happens when a company loses touch with its customers, what they want, and its brand identity. Any infamous PR disasters come to mind? Like any relationship, that of a company and its customer needs constant nourishing if it's going to survive, and if you don’t treat your customer right, there’s another company out there who will.

 

Zappos Insights Announces its Latest Offering in Culture and Customer Service Training: The School of WOW!

06/16/2014     

0 comments

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.

Holiday Helpers 2012

12/11/2012     

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It's that time of year again when the team members of the Zappos Family really band together to show what the Core Values; "Deliver WOW Through Service", and "Build A Positive Team and Family Spirit" really mean. We would like to introduce you to some of the team members serving up the WOW this holiday season. Enjoy!

Sharing Great Calls

07/03/2012     

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Recognition is a big part of keeping a moral high in any organization. Here at the Zappos Family we are constantly pushing ourselves to find new ways to recognize our team members for the great job that they do. In the spirit of Core Value #8, "Do More With Less," we combined customer feedback into a new team member recognition program that we have dubbed “Sharing Great Calls.”

Company Culture + Exceptional Service = Magic

11/22/2011     

3 comments

Having a strong company culture is great, but the best culture in the world doesn't matter if you do  not take care of your customers.

 

 

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Culture is

Happiness

Great culture leads to employee happiness. The same way a toxic culture leads to unhappiness. Happy employees means higher engagement, profitability, and low turnover.

Culture is

People

Our culture would not be what is it today without the people, past and present. We are all protectors and cultivators of the Zappos Culture; it's what makes it unique and something that changes every day.

Culture is

Being Yourself

I love that I get to be me all day. The culture encourages you to be the same person you are at work as you are at home. I don't have to pretend to be something I'm not, which makes Zappos a comfortable place to be.

Culture is

Unique

Every company has a unique culture that's all their own. Just like every person has their own personality, every company has their own culture. Building a culture is a special process that can't be taken lightly. It's the responsibility of every employee to represent and foster culture.

Culture is

Fun

Work can be fun! We have 2 annual parties at Zappos. Our Vendor Party where we invite all of our brands to thank them and celebrate our partnership. And, our employee holiday party. Past epic party themes have ranged from Mardi Gras and old-school hip-hop to a Hawaiian luau at a waterpark. Each has had its own twists and tricks to surprise and delight partygoers. This year, we invited our vendors to run away with us to the “Untamed Circus."

Culture is

Perpetual

Your culture doesn't stay the same, it will continue to evolve. Having a defined set of values will serve as your guide to continue your culture's growth and evolution in a positive direction.

Culture is

Not Always Measured

A strong culture means lower employee burnout and therefore, lower turnover. It leads to higher employee engagement and higher profitability. But really, companies should focus on their culture because it matters. Because it's just the right thing to do. To quote Tony Hsieh, "Just because you can’t measure the ROI of something doesn’t mean you shouldn’t do it. What’s the ROI on hugging your mom?"

Culture is

Work-Life Integration

Companies and employees worry about work-life separation or work-life balance. But why? Wouldn't you rather be a company where your employees easily combine their full self into everything they do? Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? It shouldn't be a struggle to find a balance between life and work where you are truly fulfilled and happy.

Culture is

Partnerships

Your vendors have the same objective as you: to sell their product, be successful in their work, and maybe have some fun while doing it. Something unique that Zappos does is allow brand representatives access to all the same sales and inventory information on their products that Zappos has. By working as a team, by partnering, you are setting the stage for success!