Tuesday, 18 November 2008

Zappos online shoes - extraordinary company

- Offers employees $1k to quit after 1-2 weeks ("The Offer") [confirmed with a sales rep on the phone at 7/1/09]. If you're willing to take the offer, you don't have the sense of commitment Zappos is looking for.

- Culture book with unedited comments by employees on what company culture means to them
- Warehouse open 24/7 for next day delivery even of orders made at 11pm
- Every new recruit spends 4 weeks answer phones in 'customer loyalty' dept
- No scripts when speaking to customers, and call not kep short
- People calling customer service line offered a 'joke of the day'

IDEO sponsored Guardian innovation supplement, 17 Nov 08

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