This is a guest post by Jackie Lustig, Racepoint Group’s EVP of Marketing and Business Development
More than 200 people came out to Bentley College in Waltham at 7:00 am this morning to hear Tony Hsieh, CEO of online retailer Zappos.com, talk about his new book Delivering Happiness: A Path to Profits, Passion, and Purpose, the pursuit of happiness and a few key lessons he has learned in business.
If you haven’t used or heard about Zappos, it’s all about the customer experience and their fabulous customer service. How Zappos achieves this is through hiring people who fit with their culture and by committing to a set of core values that are more than just a poster on a wall.
The 10 core values Hsieh discussed were:
- Deliver WOW through Service
- Embrace and Drive Change
- Create Fun and a Little Weirdness
- Be an Adventurous Creature and Open-Minded
- Pursue Growth & Learning
- Build Open and Honest Relationships with Communication
- Build a Positive Team and Family Spirit
- Do More with Less
- Be Passionate and Determined
- Be Humble
Hsieh is passionate about the linkage between culture and brand. He said, “Your culture is your brand.” You have to hire and fire people according to your core values.
Also, Hsieh believes that companies will be truly successful when their vision inspires, not just motivates, people. The Vision should have a higher purpose than just making money.
Social media is just another tool for fostering communications. Hsieh uses email, all-hands meetings and 5-week new hire training period to build the culture.
All in all, Hsieh made some excellent points about the importance of building a customer-oriented, service-oriented culture. To read more about the event and Hsieh’s take on company culture, customer service and brand building, you can view tweets posted under the hashtag #amabzap.