In our view, organization cultureis the foundation of success. Tony Hsieh, CEO of Zappos who develop theirunique culture. He take care his employee as family and open mind to listen thestaff’s opinion. He trust, if everyone work in good ambiance they will happy towork because temper is effect to workings. Zappos’sculture and valueThe zappos’s culture is “workhard, play hard” And have 10 main values, including – “Deliver WOW through Service”Its mean do something different, outstanding and innovative.Make the customer surprised and satisfied.
Zappos have interesting sightseeing ofmarketing strategy and target the “best customers” who pay full price becausethe company can fulfill customer’s demand such as some customer need to use theproduct in the next morning while they order it in lately midnight. They havefree delivery policy that rare if compare with others and product will arrivein 4 or 5 business days. The customer can return product in 365 days free andreturn one-third of revenues. And Hsieh said, the money that customer pay isinvest to create wow experience and all in e-commerce system.
– “Embrace and Drive Change”Don’t fear to change, active when they found any issues andadapt themselves to solve the problem. It’s important to support and drive theperformance of company. Such as Hsieh didn’t afraid to change traditionalculture to be Holacracy (self-management) organizing structure that is very bigchange of zappos, he sent an e-mail to their employee.
He gave 2 choices arestay or leave. Although he lost 14 percent of employee but he can selected thestaff who fit in values, interest, belief and give more chance for greaterdegree. – “Create Fun and a LittleWeirdness” The big different thing of zapposcompany is don’t afraid to weird if it really fun. That is the reason ofsuccessful culture. Employee ready to be themselves and happy to work in goodatmosphere. For example the company permit their employee to wear casualclothes as jeans, company T-shirts, and overlook the punctuation and capitalletters in an e-mail. Zappos has another weird culture about interview. Thecompany will prepare 2 sets of interview, the first round is for test theirskill and attitude of company’s culture.
Interviewer will ask about the valuessuch as one of Zappos’s values is “Create fun and a little weirdness.” So theywill ask the applicant: “On a scale of 1-10 how weird are you?” And then the company will offer to give aride to hotel or pick up from the airport and this is interesting, Hsieh willask the driver who pick them up “Is He/She nice?” If not the application willrejected. So, zappos will hire only person who fit in company values. – “Be Adventurous, Creative,and Open-Minded” Don’t be fear therisk while you do not want to underestimate because risk is origin ofcreativity and open-mind to the employee think out of box.
If do not take anyrisk that mean you will not move on and mistake is a lesson. – “Pursue Growth and Learning”The company pay more attention in hiring and rewarding staffwho encourage zappos, not only an employee but also come along with the other, “work-lifeintegration”. Hsieh trust the employees can motivated by put them in the rightplace and lets them learn from a professional because all the employee havetheir own potential. So, they have to challenge themselves to improve theirability.- “Build Open and HonestRelationships with Communication”: Communication is a point of successful, the way for make abetter company. If all the employees feel free to talk with each other becausethey have good relationship that mean the company have team work.
They willchoose hug to greeting instead of hand-shaking. Everyone comfortable to sharetheir perspective and plenty of ideas. – “Build a Positive Team andFamily Spirit” They build team as a family and cultivate all membershelpful. Zappos look for people who are the same people at home as they are atwork because it will make every one really happy and not too stress. For example,all of staff authorized to comment freely on the media.
The employee candecorate their workplace with all level decoration style and wear pajamas orrabbit ear in the meeting. – “Do More with Less”What is do more with less? This is a promote message about green thinkingand sustainable behavior including “three Rs”: Reduce- choose the sizeof packaging that fit to the product. Reuse- reuse the box, thecustomer can send the picture on Twitter Company will discuss that it can reuseor not. And the last one is Recycle. -“Be Passionate andDetermined”The power for drive the company is passion, and cheer up thestaff that they can do it when believe in it. The company give an opportunityto challenge the job and support them to make decision, take risk, help theiremployee about customer experience, and give chance to drive an ideas.
-“Be Humble”They teach their employee, treat the same way that we wantto be treated. In conclusion, we think one of thesuccess key is changed culture. Hsieh had not accepted before but he overcomethe culture change problem. These culture make all employees happy and workhard.