Zappos: El valor económico de cultivar una cultura diferencial

A través del video que nos compartió Xavier sobre obsesionarse con los clientes, me llamó la atención la forma en la que Jeff Bezos se refirió al valor de la cultura de Zappos, compañía de venta online adquirida por Amazon.

Por eso me eché un clavado para conocer más y me gustó el reporte de esta visita realizada por Soren Gordhamer a la compañía, en la que definitivamente identificó prácticas diferentes (a otras compañías de tecnología, incluyendo Google).

Aquí les dejo una lista de valores que la compañía se esmera en cultivar y ser consistente con:

1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble

Más de la cultura de Zappos, aquí

Y una muestra de lo que los clientes opinan del servicio de esta compañía:

Dear Zappos Staff, Thank you so much for upgrading the shipping for my order. Your generosity during these economically challenging times is really thoughtful, and I want you to know how much I appreciate what you’ve done. May you and your families have a wonderful holiday season. Sincerely, Debbie E.

~ Anonymous, 2009-12-22

I just wanted to take a moment to say thank you! I received my boots today and they’re great!!! And I really can’t believe how great the service has been. You can rest assured that I will come back for future needs and recommend you highly to friends. Again, thank you! James T.

~ James T., 2009-08-10

Dear Zappos, Just wanted to thank you for your excellent customer service. I have always been pleased with your company and have enjoyed doing business with you. This is an added bonus that will keep me coming back! Thanks again for a job well done. Sincerely, Kristina R.

~ Kristina R., 2009-08-09

Thank you again for the prompt service. I am a full-time university student (marketing and business) and I speak about Zappos in every class. My classmates all love my shoes as well!! Devoted customer, Roxi B.

~ Roxi B., 2009-08-08

I’ve only ordered a few times from Zappos…but I just watched the Nightline piece after noticing the We’re Hiring banner while shopping for back-to-school shoes. I already liked Zappos, but now a fan. I’m converted. You have a loyal customer. I’m starting at Zappos first for my e shopping here on out. You’re creating corporate karma and reaping the benefits. Congrats on doing business, AND treating your employees, the “right way.” Keep telling your story – you can bet I will be. Paige

~ Paige, 2009-08-08