Especially and including roles that are closest to our customers and/or issues.
It's important that anyone, anywhere in the organization is a sensor for meaningful change. Change can and will come from all directions. We must always plan for and be prepared for constant change. We must all learn not only to not fear change, but to embrace it enthusiastically, and perhaps even more importantly, to encourage and drive it. If you are not prepared to deal with constant change, then you probably are not a good fit for the company. For some people, especially those that come from bigger companies, the constant change can be somewhat unsettling at first. Part of being in a growing company is that change is constant. Our philosophy at Zappos is to WOW with service and experience, not with anything that relates directly to monetary compensation (for example, we don't offer blanket discounts or promotions to customers).We seek to WOW our customers, our co-workers, our vendors, our partners, and in the long run, our investors.Īsk yourself: What are things you can improve upon in your work or attitude to WOW more people? Have you WOWed at least one person today? Sample Behaviors for this value: Whether internally with co-workers or externally with our customers and partners, delivering WOW results in word of mouth. We are not an average company, our service is not average, and we don't want our people to be average. And whatever you do must have an emotional impact on the receiver. You must WOW (go above and beyond what's expected) in every interaction with co-workers, vendors, customers, the community, investors – with everyone. To WOW, you must differentiate yourself, which means do something a little unconventional and innovative.
WOW is such a short, simple word, but it really encompasses a lot of things. At Zappos, anything worth doing is worth doing with WOW.
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