Zappos.com & Happiness

If you haven’t heard of Zappos.com, you may be a new reader to my blog because I write about them a lot.  I’m a big believer that what gets measured and focused within a company tends to get done.  The slides below were presented by Tony Hsieh, Zappos.com’s CEO at an “all hands on meeting” at the Amazon.com headquarters (Amazon recently acquired Zappos.com).  Zappos.com’s customer service is top notch and there aren’t too many companies which treats it’s employees and customers better.

What are Zappos’ core values?

• Deliver WOW through service
• Embrace and drive change
• Create fun and a little weirdness
• Be adventurous, creative, and open-minded
• Pursue growth and learning
• Build open and honest relationships with communication
• Build a positive team and family spirit
• Do more with less
• Be passionate and determined
• Be humble

Every year, the company reinforces its core values by publishing a 500-page culture book with unedited contributions made by employees and vendors. They distribute it company-wide, as well as to anyone who wants to purchase a copy. The company even opens up its Las Vegas offices for free tours, and welcomes companies like Southwest Airlines to spend time watching Zappos’s call center operations, recruitment practices, and training.

CBS’s new show Undercover Boss has been very popular and it is one of the shows I can’t miss each week.  One of the things I’m noticing as a huge opportunity for each company that is profiled is a lack of employee happiness/morale.  Zappos.com is a company that seems to “get it” and what is presented in the slides below is very, very, very important so hope you like it as much as I did…