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They have an employee who organizes these tours, and the company will even pick you up at the airport and bring you to their location if you've arrived in town for the tour. We will review Zappos’ social media strategy in detail below. The base commander told Kelli that people like her make such a difference in the soldiers’ lives. All of those apply to Zappos, however, where a little weirdness — combined with faith that putting extraordinary effort into building a desirable company culture — has provided a sure path to business success.Acing the interview process isn’t enough to guarantee continued employment. 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.As cofounder of the Internet advertising network LinkExchange and of an incubator firm that invested in Web startups, Hsieh saw firsthand the dysfunction that can arise from building a company in which technical skill is all that matters. He told me, “I read about how Zappos is focused on customer service. Fast delivery, and 24/7/365 real-person service with a smile. So we generally try to stay away from policies, we just ask our reps to do whatever they feel is the right thing to do for the customer and the company. This value is reflected in such niceties as a 365-day return policy with free shipping both ways, 24/7 customer phone lines, live online help, and customer product ratings — none of which is all that weird. Tourists get to meet employees, marvel at the decorated work areas, observe daily business, and Are you organizing team events? Hsieh and his management team meet that test in myriad ways. Marketing Strategy of Zappos. If you…call most customer service places, if you ask for anything that’s not normal they have to talk to a supervisor or just say ‘oh our policy doesn’t allow that’ and whatever. Every new hire undergoes four weeks of training, during which the company culture must be committed to memory. Zappos’ agents love their jobs because they’re empowered to get creative to make customers happy. They set a high bar when it comes to being social and engaging its customer. One newly hired senior person thought this task beneath him. At Zappos, the liberal use of social media facilitates the network that links employees with one another and with the company’s customers. But things do become, if not weirder, then at least different, when seen from the perspective of Aaron Magness, Zappos’ director of business development and brand marketing. For example, the value “Pursue growth and learning” is supported by a company library and an in-house life coach.Corporate culture is more than a set of values, and it is maintained by a complex web of human interactions. Agents don’t use scripts and they never upsell.Zappos developed a set of key values that lives at the heart of their company culture. While at one point Zappos's business model was a novel idea, they now have countless competitors -- and they welcome them. How are your relationships with other members of your team?”Zappos takes the pulse of the organization monthly, measuring the health of the culture with a happiness survey. It isn’t. He invited Zappos’ 300 employees to list the core values that the culture should be based upon. It isn’t. It’s focused on company culture, which leads to customer service. Many of these companies didn’t get very far. If my cousin Jenny buys shoes from Zappos and gets a hand-written note with a package of gummy bears in the mail from the agent she spoke to, she’s going to expect that same level of service when she buys a vacuum cleaner from a different company next week.As if it could get much better than that, Tommy sent a thank you letter and pictures to Kelli, and so did his Colonel. Click or call 800-927-7671. He told me, “I read about how Zappos is focused on customer service. Zappos’ agents pride themselves on delivering true happiness. And, her simple act of kindness boosted the morale of his entire unit.Zappos’ CEO Tony Hsieh takes an unconventional approach to customer service.If you’ve ever shopped on Zappos.com, you know the site isn’t overly flashy. Market Segmentation It’s simply an ecommerce store boasting popular, brand-name items like Adidas running shoes and Calvin Klein bags.On the surface, Zappos appears to be an average ecommerce company with a presence that’s comparable to competitors.