Notes

CULTURE
the arts and other manifestations of human intellectual achievement regarded collectively.

evolving set of beliefs, values, and attitudes.
Culture is a key component in business and has an impact on the strategic direction of business.
Culture influences management, decisions and all business functions
bad company culture can break the company

VALUES
the regard that something is held to deserve; the importance, worth, or usefulness of something

person's principles or standards of behaviour; one's judgement of what is important in life

company values = fundamental beliefs > behaviour is based.
Guiding principles = internal affairs = relationship with customers

Core values (support vision)(shape culture)(reflect company values)




Zappos' top value is "Deliver WOW through service"
In fact, Zappos describes itself as a service company that happens to sell shoes and other products.
value - reflected in such niceties as a 365 day return policy with free shipping both ways, 24/7 customer phone lines, live online helf, and customer product ratings. (normal)

Aaron Magness, Zappos' director of business development and brand marketing.
"I read about how Zappos is focused on customer service. It isn't. It's focused on company culture, which leads to customer service. We don't talk about customer service; we allow it to happen on its own by having the right people.

1/100 passes a hiring process (50% job skills, 50% potential to mesh with Zappos' culture.
"Humbleness allows for greater collaboration" - Magness

A far more difficult challenge than defining these values has been keeping them in the foreground of employees’ attention and making certain that abstract qualities such as weirdness and humility are given concrete reality. Hsieh and his management team meet that test in myriad ways. For example, the value “Pursue growth and learning” is supported by a company library and an in-house life coach.

Zappos takes the pulse of the organization monthly, measuring the health of the culture with a happiness survey. Employees respond to such unlikely questions as whether they believe that the company has a higher purpose than profits, whether their own role has meaning, whether they feel in control of their career path, whether they consider their co-workers to be like family and friends, and whether they are happy in their jobs.

In Hsieh’s introduction to the book he asks, “So what is the Zappos culture?” He has several answers, and concludes with, “But most of all, it’s about having faith that if we do the right thing, then in the long run we will succeed and build something great.

Of course, there is no real proof of the cause and effect, and Magness himself admits that “it takes a leap of faith” to believe it. But that’s a leap that Hsieh has gladly embraced — and so far he’s convinced his employees to jump as well.