Chapter Six
One of the brands that we featured in our book Bold: How to be brave in business and win was Zappos, the online retailer. The brand has established an enviable reputation for being purpose-led (delivering happiness) and delivering a distinctive customer experience (to live and deliver WOW), but it also has a very distinctive culture. Tony Hsieh, CEO of Zappos, says:
‘A company’s culture and a company’s brand are really just two sides of the same coin. Brand is just a lagging indicator of culture.’
Hsieh has continued to embrace innovation and adopt new business models; his most recent is to reconceive the organization in order to create natural sustainability. The concept is called Holacracy. The word comes from ...
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