Some of Zappos employee policies, as outlined in the article:

• Call center operators’ initial salary is $11.00 per hour.
• There are no employee bonuses.
• There are no 401K matching contributions. Hsieh believes productive employees derive the most satisfaction from helping their customers.
• Customer service employees enjoy plenty of freedom—and latitude in doing their jobs. They can spend hours servicing one customer—even directing them to competitors’ web sites. Whatever it takes to satisfy the customer’s needs is job #1. Having fun while doing it is part of the job.
• Over 95% of Zappos transactions occur online, so phone calls to customer service reps are viewed as opportunities to connect with consumers and “wow them” according to Hsieh.
• Top priority: to establish emotional connections with the customer.

¿Tienes una empresa de éxito? ¿sabes qué te ha llevado a que lo sea? pues vende las ideas a otras empresas. No es nuevo, pero no deja de ser interesante descubrir como lo está haciendo Zappos, una de las referencias en cuanto a online retailing en EE.UU.

Al final, aquello que nos lleva al éxito se convierte en parte de nuestra cultura y lo conocemos suficientemente bien como para venderlo con confianza.