The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

For many years, Zappos engaged in a process of annual performance reviews. During the time of those reviews, 50 percent of an employee’s evaluation was based on the Zappos 10 core values. That

‘Who in our company do you think is really successful and what do they do? What are their attributes?’ Tony got all those attributes compiled and asked us to look at a list of about 37 descriptors.

We, on the other hand, will hire primarily based on the passions of the individuals, and then we will teach them to do what we need them to do.

a number of businesses (like Zappos) are shifting from a performance approach to a growth and development model.

As business leaders, we would be wise to assume that service velocity is something our customers are always either consciously or unconsciously assessing.

study by the business publication Workforce Management,

What percentage of your company’s employees would say that your current values meet the CRUD test of being credible, relevant, unique, and durable?

Will you create questions that explore whether your applicants align with your core values? (For example, at Zappos, interviewees might be asked to rate themselves on a scale of 1 to 10 as to how weird they are. This is followed by a more important question: Why did you give yourself the rating you did?

At the heart of all well-designed customer experiences is a dedicated commitment to understanding the customer’s wants and desires. With that understanding, processes are crafted to ensure that the customers get what they want, when they want it, with the least effort possible.