We toured the headquarters of Zappo’s, and here’s what we learned
Information and inspiration can come from witnessing what other companies are doing well. One thing that never fails to inspire our agency is seeing how other companies live out their core values in unique and creative ways.
For a long time, we’ve been inspired by the company culture of Zappos, and how that culture shines through in stand-out customer service. So when Verdin began taking a close look at our own core values to be sure they accurately represent our agency and our people, it felt like the right time to board that plane.
Our agency’s partners set up a tour of the Zappos headquarters in Las Vegas, Nevada, and took an educational retreat to gather inspiration and translate it into takeaways that we could apply to our own company culture.
Here are their observations about what sets Zappos apart.
INTERNALLY: Zappos values both reflect and drive company culture.
– Their values are an accurate reflection of what the team stands for.
– The “holacracy” style of management encourages employees to act more like entrepreneurs and self-direct their work.
– Employees are able to decorate however they want, leading to some very creative decor (like wall murals and a fake jungle).
– Employees are encouraged to run wild with creative ideas (one of them started a dance studio at the headquarters).
– Applicants are interviewed extensively to be sure their values align with those of Zappos, and that they will thrive in the company culture.
– The team even gives out awards to employees that correspond with their core values.
“They live, eat and breathe their core values and those values are integrated into everything they do.” – Michelle
EXTERNALLY: Zappos values are naturally applied in customer interactions.
– Their goal of “delivering WOW through service” happens as a result of the holistic integration of core values into the workplace.
– Employees feel cared for and the culture of caring spills into customer interactions, making every customer feel appreciated and valued.
– They build connections with customers and stay on the phone as long as needed to finish a conversation.
– They love to surprise customers with free items they didn’t even ask for.
“Their reps are trained to handle all situations and everyone in the building, even the CEO, works the phone banks during the holidays each year.” – Ashlee
Which leads to marketplace differentiation.
“Zappos has been able to differentiate themselves in a crowded marketplace. They are certainly not the only online retailer touting service, but they have effectively positioned themselves as the leader, through their core values and unique approach to employee culture.” – Mary
Verdin’s partners enjoyed their tour, and we appreciated these timely takeaways in our refinement of our own core values. How do you think this information could relate to your company? Let’s chat!