2. zappos’s c e o
1. culture book
2. core value
iii. Human resource management
1. training & development
Human Resource Management
CEO Tony - Hsieh’s 10 tips
Commit to customer service, and make it part of your mission
Actively manage your culture based on your core values, in every single department.
Make "WOW" part of your company`s everyday vocabulary.
Remember that customer service is an investment, not an expense.
Trust and empower your customer service team
Create a culture book.
1. Culture Book
2. Core Value
Deliver WOW Through Service
Embrace and Drive Change
Create Fun and A Little Weirdness
Be Adventurous, Creative, Open-Minded
Pursue Growth and Learning
Build Open and Honest Relationships
Build a Positive Team and Family Spirit
Do More With Less
Be Passionate and Determined
CLT(Customer Loyalty Training) graduation party
Zappos Employee Picnic