5 Key Takeaways from the Zappos Culture Book: Lessons in Building a People-First Company
In 2009, Zappos CEO Tony Hsieh published “Delivering Happiness,” which quickly became a best-seller and is now recognized as one of the most influential business books ever written. The book is a memoir about Hsieh’s entrepreneurial journey and his philosophy of putting culture first in building a successful company. One of the most significant parts of the book is a section called “The Zappos Culture Book,” an employee-generated document that showcases the company’s unique culture.
Here are five key takeaways from the Zappos Culture Book that can help you build a people-first company:
1. Core Values
Zappos has ten core values that guide everything they do. These values are not just words on paper; they are taken seriously. The company ensures everyone knows these values, lives them, and understands their importance. These core values include things like “Deliver WOW through service,” “Create fun and a little weirdness,” and “Build open and honest relationships with communication.”
2. Empowerment
Zappos empowers its employees, giving them the freedom to make decisions and take risks. The company encourages its employees to be creative and think outside the box. They believe that by giving employees the freedom to do what they think is right, the company will benefit from different perspectives and ideas.
3. Customer Service
Zappos’s customer service is legendary. The company’s focus is not just on selling shoes but on creating an exceptional shopping experience for customers. Zappos empowers customer service employees to go above and beyond to create these experiences, and they are trained to handle any issue that may arise.
4. Hiring
Zappos takes hiring seriously and goes to great lengths to ensure they are bringing the right people on board. They have a unique approach to hiring, where they pay new hires to quit after their initial training if they don’t think working at Zappos is the right fit. This approach is intended to weed out people who don’t share the company’s values.
5. Teamwork
Zappos promotes a culture of collaboration and teamwork. The company believes that by working together, employees can achieve better results, and it encourages employees to work across departments and teams. Zappos also facilitates teamwork by creating opportunities for employees to interact and bond, such as company events and team-building activities.
In conclusion, building a people-first company requires a commitment to core values, empowerment, exceptional customer service, careful hiring, and teamwork. Zappos’s approach to these elements has made it a highly successful company with a unique and celebrated culture. By following these lessons, companies can build a strong culture, empower employees, and ultimately lead to a more successful business.
