Tony Hsieh CEO of Zappos.com explains that the keys to his $1billion in sales in 10 years succesful company is in foundation of Core Values and Customer Experience.
The extraordinary online retailer Zappos.com operates very differently than other companies, and it attributes its success to this unconventional corporate culture.
In 2008, the company grew 20 percent and held 900,000 unique products, which it could ship from its warehouse within four hours of an order.
Zappos’ employees are completely devoted to the company. They must be more than just good at what they do; they have to believe in the company’s mission. Zappos offers $2000 to employees if they would rather leave than stay.
During the five-week training program, new employees spend some time working in the call center, which provides the fastest route to learning about customers. Employees who act “above” such basic interactions with customers are eliminated from employment contention immediately. Those who get hired understand that everyone works for the customers, so everyone must feel like part of the customer service delivery process.
Employee evaluations reflect both their actual performance and their commitment to the company’s corporate culture, as summarized in paragraphs the employees write about what they think defines the corporate culture. The resulting culture book gets printed for distribution to the whole company once a year.
The Zappos philosophy also includes complete transparency, so employees are encouraged to tweet on Twitter while at the office and keep their Facebook pages up to date. By developing a strong corporate culture, the company also develops employees who are happy to go to work and excited to help customers. This culture fosters a sincerity that could never be trained and makes people more likely to do the right thing.
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
So, what are you doing in your company to create customer experience?
And which are the core values among your team to provide that experience?
Remember to ask your clients the Ultimate Question: In scale 1-10 would you recommend us?
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