Culture, Authenticity, and Zappos.com

Via the excellent project , comes this great interview with Tony Hsieh, CEO of Zappos.com. Tony and his company are something of a legend, and for all the right reasons. This has been accentuated by how visible, transparent, genuine, and communicative they are with a growing audience of advocates, adherants, and devoted customers. Call it “marketing 2.0″, or whatever you want, but Zappos.com totally gets it. Additionally, Tony and his team have demonstrated an incredible ability to take the challenges faced by all organizations and address them in ways that may look easy to the rest of us, but they most definitely are not. In particular is Hsieh’s focus on the creation of a dynamic and incredibly successful company culture, and how this has helped focus his organization on truly excellent customer service. A few great quote from Hsieh in the video above:

“If we get the culture right, then the other stuff like building a brand or great customer service will happen naturally on its own.”

“Culture is our number one priority.”

“We hire for attitude and culture fit. We believe the skills are something we can teach.”

Tony Hsieh, CEO at Zappos

For anybody tasked with building and leading a team or running an organization this is incredibly valuable perspective. In many, many cases the art of hiring for attitude and fit can far surpass the value of focusing recruitment around expertise, and result in a company culture that is strong and unified in the face of challenges presented to the company.

One Response to “Culture, Authenticity, and Zappos.com”

  1. ReactLab Says:

    Good post. Have been monitoring Zappos/Tony H. lately via marketing, email newsletters, twitter, so nice to find this video and hear from the man himself.

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