A lot of companies do not share their culture with the world. One exception to that is Zappos. Chapter 5 of Branded! explains how Zappos is adventurous and creates family spirit to give customers the "wow" factor. This company culture results in positive employees who treat customers the same way they are treated in the company. Zappos is now a leader in social media.
There are ten important values in the Zappos company. They are:
1. Deliver WOW through service.
2. Embrace and drive change.
3. Create fun and a little weirdness.
4. Be adventurous, create and open-minded.
5. Pursue growth and learning.
6. Build open and honest relationships with communication.
7. Build a positive and family spirit.
8. Do more with less.
9. Be passionate and determined.
10. Be humble.
It was interesting to learn the values were not created by just the management team. Chief executive officer Tony Hsieh allowed every employee to help develop the company's values. This showed Zappos as a united team with internal communication and dialogue between customers and vendors (p. 82).
Zappos is well known for using Twitter. The company started using Twitter in 2007 as a text messaging service between employees. The company eventually realized outside people could listen to these conversations. As time went on, people retweeted tweets from Zappos and interacted with Zappos employees. This helped create open communication, which is part of a key value of Zappos.
Zappos has found a way to "wow" their customers. Zappos employees treat customers the same way employees are treated. If a customer has a question on Twitter, an employee is able to answer that question. The core values of Zappos directs what employees should do and how they should do things. These work together to intrigue customers, who are more likely to use Zappos in the future.
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