Cultural Touchpoints at Zappos - Realize Strategies · Cultural Touchpoints at Zappos Zappos has a...

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Cultural Touchpoints at Zappos QUESTION: How might we bring our organizational culture to life? Upon completion of their time in the call center after they have been hired, Zappos employees are offered $3,000 to leave the company. Yes, you read that correctly. Leave. If you haven't become a Zappos insider, committed to the goals and the culture, the company really prefers that you leave. Take the money, though, and you can never come back.

Transcript of Cultural Touchpoints at Zappos - Realize Strategies · Cultural Touchpoints at Zappos Zappos has a...

Page 1: Cultural Touchpoints at Zappos - Realize Strategies · Cultural Touchpoints at Zappos Zappos has a culture book that is written by employees every year. It details how people feel

Cultural Touchpoints at Zappos QUESTION: How might we bring our organizational culture to life?

Upon completion of their time in the call center after they have been hired, Zappos employees are offered $3,000 to leave the company. Yes, you read that correctly. Leave. If you haven't become a Zappos insider, committed to the goals and the culture, the company really prefers that you leave. Take the money, though, and you can never come back.

Page 2: Cultural Touchpoints at Zappos - Realize Strategies · Cultural Touchpoints at Zappos Zappos has a culture book that is written by employees every year. It details how people feel

Cultural Touchpoints at ZapposQUESTION: How might we bring our organizational culture to life?

• If you are hired by Zappos, you can expect to spend your first three to four weeks manning phones in their call center learning how to respond to customer needs.

• Employees are encouraged to go beyond traditional customer service and to this end, they don’t have any limits on call times. The longest support call to date is 10 hours and 29 minutes.

Page 3: Cultural Touchpoints at Zappos - Realize Strategies · Cultural Touchpoints at Zappos Zappos has a culture book that is written by employees every year. It details how people feel

Cultural Touchpoints at Zappos

Zappos has a culture book that is written by employees every year. It details how people feel about the Zappos culture and how they reinforce and develop the culture every day. Statements attributed to employees emphasize and reinforce the Zappos culture. Zappos gives these culture books to anyone who tours the company or writes an email to the company and asks for a copy.

QUESTION: How might we bring our organizational culture to life?

Page 4: Cultural Touchpoints at Zappos - Realize Strategies · Cultural Touchpoints at Zappos Zappos has a culture book that is written by employees every year. It details how people feel

Cultural Touchpoints at Zappos

Rather than having a typical performance evaluation, managers focus on providing employees with feedback on their culture fit.

QUESTION: How might we bring our organizational culture to life?