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Zappos - Delivering Happy Employees: People’s Insights Volume 2, Issue 33


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This week, we distill insights around Zappos - how the online shoe seller delivers happy employees and consistently appears in Fortune's 100 Best Companies to Work For.

For more about Zappos Delivering Happy Employees, visit:

100+ thinkers and planners within MSLGROUP share and discuss inspiring projects on reputation, employee engagement and citizenship on the MSLGROUP Insights Network.

Every week, we pick up one project and do a deep dive into conversations around it -- on the MSLGROUP Insights Network itself but also on the broader social web -- to distill insights and foresights. We share these insights with you on our People’s Insights blog and compile the best insights from the network and the blog in the People’s Insights Quarterly Magazine, as a showcase of our capabilities.

We have further synthesized the insights to provide foresights for business leaders and changemakers — in the ten-part People’s Insights annual report titled Now & Next: Ten Frontiers for the Future of Engagement, now available as a Kindle eBook.

For more, see:

Published in: Business, Technology

Zappos - Delivering Happy Employees: People’s Insights Volume 2, Issue 33

  1. Reputation | Employee Engagement | Citizenship Zappos Delivering Happy Employees People’s Insights: Volume 2, Issue 33
  2. What makes Zappos, Zappos? is an online shoe and clothing shop which has fostered an employee-centric culture and has been named in the Fortune 100 Best Companies to Work For list for five years in a row. Source:
  3. 7 ways to deliver happy employees Happiness Culture Explicit Core Values Celebration Bell Parades Culture Book Great customer service The “offer” Source: Zappos believes in delivering happiness, both to customers and employees, and has built a culture of delivering happiness internally through its core values. Here are 7 things Zappos has introduced to deliver happy employees.
  4. 1. Happiness Culture Zappos encourages employees to "create fun and a little weirdness" in the workplace and build personal connections with co-workers. Zappos celebrates its people's successes with parties, carnivals, employee bonuses, and thank-you gifts, for every employee. Source:
  5. 2. Explicit Core Values Zappos culture is guided by a set of core values which aims to empower employees, create a sense of community in the workplace, and serve a higher purpose beyond bottom-line metrics. Source:
  6. 3. Celebration Bells Many departments in Zappos have a bell hanging in their area that can be used by all to make announcements. Managers use this to announce promotions or goals being met, and employees use it to thank others or announce a project completion. Source:
  7. 4. Parades Zappos has parades all the time, but when something big happens - like a million-dollar sales record - it calls for a special parade. The department in question gets together and parades through the building with music and costumes and lots of candy. Source:
  8. 5. Culture Book Zappos has a culture book which is written by employees every year. It details how people feel about the Zappos culture and how they reinforce and develop the culture every day. Source:
  9. 6. “Zappos pays you to quit” If you’re willing to take the company up on The Offer, you obviously don’t have the sense of commitment they are looking for. It’s hard to describe the level of energy in the Zappos culture– which means, by definition, it’s not for everybody. Zappos wants to learn if there’s a bad fit between what makes the organization tick and what makes individual employees tick–and it’s willing to pay to learn sooner rather than later. Bill Taylor Co-founder, Fast Company Source: After four weeks of extensive, new hires receive “the offer”: if the new hires wish to quit, Zappos pays for the amount of time they have worked for and also offers them a bonus. In 2008 the bonus was $1,000. Today, it is $4,000.
  10. 7. Extraordinary customer service Every new employee irrespective of their position starts out by answering phones in the call center. The key to Zappos customer service? The company doesn't have a script directing how call employees should interact with customers on the calls. The result? 75% of all orders come from repeat customers. Source:
  11. A competitive differentiator In service-oriented organisations, employees are not only the hands and legs, but also the heart and soul of the organisation. Everything else becomes secondary. So if organisations want to succeed and grow, they must have a passionate set of inspired individuals. If your employees are not happy, chances are they’ll be less passionate about work. Passionate, Happy Employees - that’s vital. It’s not a skill set that can be taught. Alethea Fernandes Senior Account Manager, MSLGROUP India Happy employees are integral to the success of any organization, especially those in the service sector. As Zappos demonstrates, good employee engagement can actually be a competitive differentiator.
  12. *BONUS* 8. Effective use of Twitter Zappos streams Twitter conversations to showcase people’s experience with customer service (and to show employees how people are responding). Zappos’ culture and employee empowerment benefits it's performance on social media - 1,200 conversations take place on Twitter every month. Source:
  13. Read People’s Lab insights & foresights The People’s Lab team shares the insights and foresights from the MSLGROUP Insights Network on the People’s Insights weekly blog , quarterly magazine and annual report. MSLGROUP INSIGHTS NETWORK 100+ MSLGROUP planners share and discuss inspiring projects on reputation, employee engagement and citizenship. PEOPLE’S INSIGHTS WEEKLY BLOG PEOPLE’S INSIGHTS QUARTERLY MAGAZINE We deep dive into conversations around one project to distill insights and foresights. Every quarter, we compile the best insights from the network and the blog into a magazine, as a showcase of our capabilities. For more, visit
  14. People’s Lab: Crowdsourcing Insights & Innovation People’s Lab is MSLGROUP’s proprietary crowdsourcing platform and approach that helps organizations tap into people’s insight for innovation, storytelling and change. For more, visit
  15. For People’s Lab solutions, please contact: