Driving the “Wow” Experience Through Culture (PEOPLE)!!

I know lately we have been hyper-focused on a company called Zappos. We can’t seem to help ourselves – the more we read, the more we are “wowed” by their story.

Zappos was founded in 1999 and now has over a $1 billion in sales. According to the company, they are a service company that just happens to sell shoes.

And clothing.

And handbags.

And accessories.

And eventually anything and everything.

So if the goal of Zappos is to provide the best possible customer service – how have they done it? If you ask them – it’s all about culture....people!

“As we grow as a company and hire new people, we need to make sure that they understand and become part of our culture.” So what does the culture mean to Zappos’ employees…the CEO decided to ask them! Here are some of the extraordinary responses:

“I can’t imagine my life without Zappos”

“Zappos is the greatest thing that happened to me.”

“I love Zappos and I am honored to be part of such a great company.”

“Every person at Zappos has a special place in my heart. I can’t say that about any other place I’ve worked.”

“I have been blessed with the opportunity to work for Zappos…never, in my wildest dreams, could I have ever imagined I would have the opportunity to work for such an incredible company.”

“I love coming to work every day.”

“I’m the face of Zappos. I love my Zappos family and I am proud to call this home.”

“I look forward to coming into the office everday.”

“Zappos culture has changed the way I live my life.”

“I smile more, I laugh more, I live more than I used to, not just here at work, but everywhere.”

“I LOVE ZAPPOS!”

There are thousands of responses just like the ones above. When we read these quotes...it really got us thinking. We have been talking so long about the importance of employee engagement and when you have highly engaged employees anything is possible. Zappos for us - proves this point.

When you are able to create a culture that changes peoples lives, where they feel loved, valued and appreciated – it enables the delivery of something extraordinary...the best possible service. Why? When employees LOVE each other and where they work – anything is possible.

If you learn anything from this post - please remember - that you can't separate the customer from the employee experience. You can't have one without the other - they reinforce each other.

Congratulations to Zappos – we loved reading your Culture book. We would suggest you order one and read the inspiring quotes for yourself. And let us tell you – they will “wow” you with how fast the book arrives at your destination! Ours arrived in Canada overnight mail!