Organizational Behavior, 12th Edition

Zappos Insights: Revealing Corporate Secrets

Tony Hsieh doesn't see the need to protect the secrets to Zappos's wild success. In fact, the CEO is happy to share them with anyone who comes by the office.

Hsieh has built a $635 million Internet superstore by doing two things very well: exceeding customers' expectations and driving positive word-of-mouth recommendations. Hsieh believes so strongly in the organizational culture that he's on a mission to share it with anyone who will listen.

It all comes together In a program called Zappos Insights. The core experience is a tour of Zappos's headquarters. “Company Evangelists” lead groups of 20 around the cubicles, overflowing with kitschy action figures and brightly colored balloons. Staffers blow horns and ring cowbells to greet participants in the 16 weekly tours, and each department tries to offer a more outlandish welcome than the last.^a

“We open our doors and say, 'Be part of our family and talk to anybody you want.' And you see it's the real deal.” —Robert Richman, co-leader of Zappos Insights.^d

The tours are free, but many visitors actually come for paid one-and two-day seminars that immerse participants in the Zappos culture. The capstone of the two-day boot camp is dinner at Tony Hsieh's house, with ample time to talk customer service with the CEO himself. Seminars range from $497 to $3,997. “There are management consulting ...