CEO Tony Hsieh gave a keynote at SXSW Interactive Saturday discussing how he has leveraged social media and the power of corporate culture to build the Zappos brand.
To me it was very authentic, emotional and touching!
According to Hsieh, everything boils down to happiness. Zappos is delivering happiness, corporate culture drives the brand, and “if the brand is customer service”, as it is at Zappos, “then the whole company should do customer service.”
It was a really interesting lesson in building a long term sustainable brand based on as Hsieh put it “chasing the vision and not the money.” The key according to Hsieh is finding the larger purpose that drives people and hiring and training employees such that they move from seeing what they do as “a job to a career to a calling.” If a company can do this, and the corporate culture radiates that larger purpose everything else will follow.
Here is a short video which will give you some impressions of how Tony was performing @SXSW:
These are the 10 core values of zappos.com:
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Here is Tony’s presentation @ SXSW: