Source: Strategy & Business, Autumn 2010
At the top of the list of Zappos’ values is “Deliver WOW through service.”
the value “Pursue growth and learning” is supported by a company library and an in-house life coach.
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.”
Zappos has a belief that the right culture with the right values will always produce the best organizational performance, and this belief trumps everything else.