Zappos Culture

Zappos Culture

Description of the Company

Zappos is an online store specialized in retail selling shoes of different styles, brands and sizes. In addition of selling shoes it has a wide variety of clothing and accessories like handbags, belts, socks, wallets and jewelry. The name of the company is derived from the word zapatos in Spanish, which means shoes. It was founded in 1999 by Nick Swinmurn, an Internet entrepreneur. He and his partner Tony Hsieh started up the company with the idea that it wouldn’t be an ordinary online store and they set apart their company from other shoe stores by offering free shipping and free returns for 365 days. “If the shoe fits wear it” if not Zappos will take it back. Zappos has become the #1 seller of shoes on line offering an excellent customer service. In 1999 the company was acquired by Amazon.com having Tony Hseih as CEO.

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Zappos Culture

Zappos is an employee-centric culture. Where their priority is to provide happiness: Happy employees and happy customers. Zappos CEO Tony Hsieh strongly believes that if employees enjoy working in the company they will offer the best customer service to the clients, and this is the key success of Zappos to deliver WOW through service. The CEO has established values that allow the company to have the culture they have and to be successful in what they do.

Zappos values are: embrace and drive change, create fun and a little of weirdness, be adventurous, creative and open-minded, pursue growth and learning, build open and honest relationships with communication, build positive team and family spirit, do more with less, be passionate and determined, and be humble.

Heish considered that in order to keep the company’s culture managers and supervisors must expend time with their employees to get to know them better. As a result of this they have better communication between employees, closer relationships and an atmosphere of truth between them.

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