UPDATE: If you'd like to learn the techniques to creating a killer culture, Zappos has published the audio version of Tribal Leadership, available for FREE.
We had the wonderful experience spending a day at Zappos.com,
the world's biggest online shoe store. They have truly perfected the
art of culture. Not only are their core values well-known throughout
the company, they actually have the means to track the values across
departments.
The internal maxim of the company is "We're a customer service company.
We just happen to sell shoes." And they certainly live the brand. They
not only treat their customers well (evidenced by having zero limits on
the amount of time the call center can spend with a customer), they
treat their employees with equal respect. The decorated hallways, nap
rooms, and free lunches barely scratch the surface. If you take a
deeper look you see the life coach on staff, the contests, random
parades and campy department videos. And if you take a much deeper
look, you can see people's eyes light up as they walk down the hall of
a company that is more like a family than anything.
In our estimation, Zappos is one of the few companies that have
successfully entered Stage Four and are looking to stabilize it before
being pulled into Stage Five. This may seem easy at first glance for a
company with happy employees and revenues that just broke $1 billion
per year. However, it's inevitable that a company of 1600 people with
departments whose goals are not always clearly in sync will run into
growing pains.
If Zappos can create a culture of coaching and triads, around a noble
cause that unites all departments, they will upgrade to a rock steady
Stage Four, and as we demonstrated in the book, prime themselves for
the world to call them into Stage Five.
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I agree that Zappos is at Stage 4. In fact I came to this conclusion by watching the same video prior to reading this post. I've explained my reasons and provided a timeline for those that want to timeshift through the video. Here's the link:http://marketingthatmatters.blogspot.com/2008/10/tribal-leadership-cas
e-study.html
on October 29, 2008, 7:47 am
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