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3

 

Talk to people!

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‘The telephone is one of the best branding devices available.’

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Take time to talk to people properly.

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At Zappos there are no call times and no  sales‑  based performance goals for sales reps.

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Zappos will also pay you $2,000 to quit, so only the best people who enjoy the job stay.

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The Culture Book makes it clear how Zappos does business and even underpins performance manage‑

ment.

4

 

Build a culture that envelops customers and internal staff.

Zappos has ‘committable core values’ that are clear, exciting and simple.

● 

It doesn’t matter what your core values are as long as you commit to them and get internal alignment.

● 

Commit to a culture of transparency: ‘An Ask Anything Culture’.

● 

Zapposinsights.com focusses on lifting the lid for customers and future employees.

Figure 9.20

Zappos Family Core Values

Source: www.zappos.com, Zappos IP, Inc.

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Chapter 9  Customer relationship management