We had never heard of employees going out of their way to do perform sincere and heartfelt actions that show the customer how much they mean to the company. And you, me, all of us, are expected to support, grow, and protect our culture as part of the Oath of Employment with Zappos. What do you do to make your co-workers' jobs fun as well? In addition, you must remain alert to the many other ways in which outside business relationships, other professional or consulting activities for compensation, including directorships, and other activities might give rise to other conflicts of interest. However, if not carefully implemented, they can have the opposite effect. By this, the customers feel valued and a part of the Zappos family. http://about.zappos.com/our-unique-culture/zappos-community-involvement?page=1 http://blogs.zappos.com/blogs/zappos-family/2012/03/08/formally-introducing-zappos-l-e-f Welcome, my friends, to your Zappos Oath of Employment. We aim to . Do you love what you do and who you work with? All Zappos payments and other transactions must be properly authorized by management and be accurately and completely recorded on our books and records in accordance with generally accepted accounting principles and established corporate accounting policies. What can we do that's both fun and a little weird? Customer Loyalty Director Rob Siefker discusses the company's mindset for WOWing callers and shoppers at every turn. Ask yourself: What can we do to be a little weird and differentiate ourselves from everyone else? In an attempt to boost transparency and reorganize operations Zappos has decided to switch over to a super-flat structure known as Holacracy. It is never appropriate to receive or give cash. Fundamental Principles of Management Human Resources Zappos.com Inc. has long offered pay to new hires who wanted to quit. Second, if the company begins to ship products abroad, will they have to abandon their policy of free shipping? In any case where you are unsure about the propriety of an event or action, please seek out your supervisor, the director or Vice President of your department or business division, or the Zappos Legal Department for further guidance. This self-inflicted evolution can lead to positive growth and a more forward-facing structure that is built for the future, but it can also be destructive to a corporate culture that people rely on for consistency and security. You can choose to be thoughtful about your company culture. Zappos will take appropriate action against any employee whose actions are found to violate this Code of Conduct. This was a hard decision as the company cherished every employee. It is our policy and your responsibility to comply with federal and state antitrust laws. Instead, we carry ourselves with a quiet confidence, because we believe that in the long run our character will speak for itself. Our bonds go far beyond the typical "co-worker" relationships found at most other companies. Established companies seek to retain their footing or get a leg up on their competitors, both for customers and for employees, by reimagining management in unusual and often highly-conceptualized ways. We encourage people to make mistakes as long as they learn from them. Each one we pass means we've gotten better. Are you happy here? Orders were deleted or delayed, delivered to the wrong locations, and a glitch on a website listed a set price for every item resulting in a $1.6 million loss for the company. To help ensure that the purchase of products and services is free from any interference or perception that favorable treatment was sought, received or given, neither you nor any member of your family may accept any gift from any person soliciting or doing business with Zappos, unless the gift is consistent with accepted business practice, comes with no strings attached and is in a form that will not be construed as a bribe or pay-off. Any suspected fraud or theft should be immediately reported to your supervisor, or the director or Vice President of your department or business division. 20092023 - Zappos.com LLC or its affiliates. Employees: 1500+, http://www.wwd.com/footwear-news/markets/zappos-milestone-timeline-2121760, http://about.zappos.com/our-unique-culture/zappos-core-values, http://www.creative-brand.com/bank-branding/a-culture-worth-admiring-zappos-com, http://www.forbes.com/sites/csr/2010/11/23/at-zappos-getting-fired-for-not-contributing-to-company-culture/, http://about.zappos.com/jobs/why-work-zappos/our-benefits, http://about.zappos.com/our-unique-culture/zappos-community-involvement?page=1, http://blogs.zappos.com/blogs/zappos-family/2012/03/08/formally-introducing-zappos-l-e-f, http://tbo.com/news/business/zappos-hacking-could-cause-consumer-problems-later-348177, http://redcouch.typepad.com/weblog/2009/07/why-i-dont-like-the-amazonzappos-deal.html, http://www.ariozick.com/why-zappos-shouldnt-be-your-business-model/, http://danielsethics.mgt.unm.edu/pdf/ZapposCase.pdf, https://blog.kissmetrics.com/zappos-art-of-culture/, http://blogs.zappos.com/blogs/ceo-and-coo-blog/2009/01/03/your-culture-is-your-brand, http://www.zapposinsights.com/training/holacracy, http://www.businessinsider.com/bosses-in-zappos-holacracy-2014-1. We believe in hard work and putting in the extra effort to get things done. If so, you should probably decline it. How can the company as a whole become more efficient? If you've been at Zappos for more than a few months, one thing is clear: Zappos is growing. There are many stories regarding the remarkable things that Zappos employees have done for their customers. A bribe is defined as giving anything of value, directly or indirectly, to influence an act or someones decision, or inducing such person to use his or her influence. 20092023 - Zappos.com LLC or its affiliates. Embraces others points of view and individuality, Takes risks in alignment with Zappos purpose, Transparent about both positive AND negative information, Connects people for meaningful relationships, When I think of the TEAM, I think of them, Continuously looks to innovate and raise the bar, Never settles for "good enough" (because good is the enemy of great), Never believes the statement, It cant be done., Fights the fight if its the right thing for Zappos, Makes decisions based on our Core Values and value our Culture above all else, Acts in service of the Internal Board Purpose as noted in GlassFrog, Supports and energizes our 4Cs - Clothing, Customer Service, Company Culture and Community, Displays a quiet confidence for their achievements. If you use company funds, please make best efforts to ensure that Zappos has received proper value in return. Having identified with this ethics-laden culture, Zappos has so far created a favorable and productive working environment. He informed his managers through an email that they were no longer needed and would become regular workers, but were able to keep their salary. A strong culture means lower employee burnout and therefore, lower turnover. A conflict of interest will exist if your decision may personally benefit you, a relative, or a significant other. We are a special company, and pride ourselves in doing the right thing. In one way or another, the concepts of integrity, honesty and commitment contained in this Code of Business Conduct and Ethics (the Code of Conduct) are already touched on in our Core Values and currently exist in our company culture. Are you afraid of making mistakes? Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? Sure, people have done parts of what we do before, but what we've learned over the years at Zappos is that the devil is in the details. Read Our Oath Of Employment 1. Subscribe to our newsletter. Get a $10 credit for Fathom Analytics. Theft, carelessness and waste have a direct effect on our profitability. At Zappos, delivering WOW customer service, building relationships, and learning the company culture is a top priority. Something unique that Zappos does is allow brand representatives access to all the same sales and inventory information on their products that Zappos has. While we have grown quickly in the past, we recognize that there are always challenges ahead to tackle. Honesty requires you to be candid with your consumers, business partners and coworkers. Zappos seems to be creating an environment that encourages motivation and builds inclusiveness. In the end, all the employees that were laid off received an amazing six months of COBRA health insurance coverage, paid for by the company. We believe in operational excellence, and realize that there is always room for improvement in everything we do. Zappos is an online shoe and clothing store. Practical insights for compliance and ethics professionals and commentary on the intersection of compliance and culture. If you think you may be pursuing such an opportunity, you should discuss the matter with the director or Vice President of your department or business division or the Zappos Legal Department. mariaquintana, Our company culture is what makes us successful, and in our culture we celebrate and embrace our diversity and each person's individuality. Our ten core values are: For more information about our core values, please refer to our core values document and our Employee Handbook. The same way a toxic culture leads to unhappiness. Have you WOWed at least one person today? Lets be friends! We want everyone to not be afraid to take risks and to not be afraid to make mistakes, because if people aren't making mistakes then that means they're not taking enough risks. Are you inspired? 2018 Compliance Culture. How do you get the company as a whole to grow? Accordingly, all political contributions with Zappos funds are coordinated and approved by the Zappos Finance and Legal Departments. Gifts include not just material objects, but also favors that go beyond common courtesies usually associated with accepted business practices and that potentially place the recipient under some obligation to any person soliciting or doing business with Zappos. Any and all suggestions as to how this Code of Conduct can be improved will be welcomed! In any relationship, it's important to be a good listener as well as a good communicator. If it ever gets too easy, start looking for a tidal wave of competition to wash us away. 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. How do you encourage more people to take ownership? As we continue to grow, we strive to ensure that our culture remains alive and well. This list was further narrowed down, and on February 14, 2006, the Core Values were introduced. In addition, the authors emphasize the importance of valuing others' autonomy and dignity. Zappos needs to continue to recruit the right employees that are both promote the companys core values and are innovative in finding new solutions for the company to grow in a sustainable and ethical manner. http://blogs.zappos.com/blogs/ceo-and-coo-blog/2009/01/03/your-culture-is-your-brand Standard write-ups of the Zappos story focus on the company's commitment to customer service. Hsieh did not approve of abandoning the customer-centric model that Zappos was founded upon, and decided he must take action. At Zappos, we embrace diversity in thoughts, opinions, and backgrounds. We approach situations and challenges with an open mind. Are you learning something every day? That Confidentiality Agreement remains in effect for as long as you are employed by Zappos and after you leave. In order to buy out the board, Zappos needed to unite with Amazon, a company that not only accepted but promoted their value to customers. MyFax, the online service that lets you send and receive faxes over e-mail, now has a free version. We never want to become complacent and accept the status quo just because that's the way things have always been done. If there's one thing synonymous with Zappos, it's providing superior customer service. The use of illegal drugs in the work place will not be tolerated. Your company has a culture. Ask yourself: Are you passionate about the company? The company delivers above and beyond basic workplace needs and addresses the self-actualization needs that most individuals desire from their work experience. Disciplinary actions may include the immediate termination of employment. When in doubt, imagine that your conduct or the words you are using will be fully disclosed in the media with all details, including your name and picture. When you combine a little weirdness with making sure everyone is also having fun at work, it ends up being a win-win for everyone: Employees are more engaged in the work that they do, and the company as a whole becomes more innovative. Upon hearing the name Zappos, selling shoes and other retail goods should not immediately come to mind. Our culture would not be what it is today without Zapponians past and present. How can you improve those relationships? One of the main perks of working for Zappos are the vast and numerous benefits. That is the cycle of growth, and like it or not, that cycle won't stop. We're not looking for crazy or extreme weirdness though. Send it online -- for free. It is how it sells these products and what it does for its employees and customers that makes Zappos what it is today. Employees and managers on the same level playing field can constrain friendly-competition that motivates employees to keep progressing. It is now an online store generating $1 billion per year in the retailing of shoes, clothing, handbags, at-home products, beauty products, and accessories for women, men, and kids. It's the responsibility of every employee to represent and foster culture. There is excitement in knowing that everyone you work with has a tremendous impact on a larger dream and vision, and you can see that impact day in and day out. We work together but we also play together. At Zappos our 10 Core Values are more than just words, they're a way of life. As a company that uses a self-managed organizational structure, we encourage Zapponians to identify areas of opportunity within the organization and propose solutions. Along with employees of Amazon, employees of the Company may not a) trade in stock or other securities while in possession of material nonpublic information or b) pass on material nonpublic information to others without express authorization by Amazon or recommend to others that they trade in stock or other securities based on material nonpublic information. Book an office hour. Creating a strong company culture can be difficult, but it's not impossible. Zappos has established partnership with a number of charitable organizations in order to foster employees' interaction with the community. These modern visions of management seek to enfranchise the individual. How can you personally help the company become more efficient? And it's true: we don't. A story that changed our perspective of Zappos is about a customer who returned her husbands shoes after he passed away. We don't want to become one of those big companies that feels corporate and boring. The hardest thing to do is to build trust, but if the trust exists, you can accomplish so much more. We want to be able to laugh at ourselves. The 2008 financial crisis has seemingly convinced an entire generation of leaders that business has entered new, uncharted territory and leaders must continually attempt novel structural disruptions to their organizations as a response. We believe that no matter what happens, we should always be respectful of everyone. In response to these situations Zappos contacted each customer informing them of the predicament they were in. Strong, positive relationships that are open and honest are a big part of what differentiates Zappos from most other companies. Monday 2 June 2014, by Alysia Echevarria, The role of a mentor is to remove obstacles and enable the people he/she supports to succeed. The purpose of this Code of Conduct is to explain in a more detailed and clear way our high standards of conduct and our expectations of each and every Zappos employee and consultant. Building a culture is a special process that can't be taken lightly. Here are the 12 fundamental principles of ethics: 1. What is your vision for where you want to go? About Us. Zappos committed to their employees. The Zappos Legal Department is responsible for the interpretation and application of this Code of Conduct to particular situations and will recommend an appropriate resolution of the conflict. organized under the Zappos Family. How do you get your fellow circle members to grow personally? Our culture would not be what is it today without the people, past and present. Zappos has addressed some critical challenges, handling them with agility, strength, and precision. We expect every employee to deliver WOW. This means the best leaders are servant-leaders. A CUSTOMER-FOCUSED BUSINESS MODEL . Please take the time to read this Code of Conduct, keeping in mind that over time as Zappos grows and evolves, this Code of Conduct will necessarily have to evolve as well. First, how can Zappos continue to use competitive pricing in international markets that may have similar products with cheaper price tags? Zappos HQ, in Las Vegas, produces an environment where employees work hard while still having fun. Do you approach situations and challenges with an open mind? To quote Tony Hsieh, "Just because you cant measure the ROI of something doesnt mean you shouldnt do it. And for these Zapponians, it's the perfect backdrop to build meaningful connections. Zappos customers admire the service they receive and appreciate that the company is quick to respond when they are at fault. The fact that this company is honest about these dilemmas proves that they do not want the customer to be misinformed and do not want any information to be hidden from their clients. Zappos code of ethics is written for employee reference in decision making. Wouldn't you rather be a company where your employees easily combine their full self into everything they do? At Zappos, these low-cost perks are often the most appreciated by employees. We are all protectors and cultivators of the Zappos culture; it's what makes it unique and something that grows every day. Remember Core Value #1 Deliver WOW through Service. Please refer to the applicable sections of the Employee Handbook for further guidance. You must not reveal any information to Zappos or Amazon that would reasonably be considered confidential information or a trade secret of a former employer, unless that information is available in the public domain or you have written permission to use it. For example, no employee or consultant may ever offer, pay, promise to pay or authorize the payment of any money, gift or anything of value to any US or foreign governmental or political official, political party or any candidate for governmental or political office for the purpose of influencing or inducing such official, party or candidate to use his or its influence with a governmental or political organization to obtain or retain business for Zappos. We want just a touch of weirdness to make life more interesting and fun for everyone. Shopping tip: Zappos also offers coupons and promo codes . How do you encourage more change to be driven from all areas of the organization? http://www.businessinsider.com/bosses-in-zappos-holacracy-2014-1, Annual Revenue: billion But it can also at times feel risky, stressful, and confusing. If we want to continue to stay ahead of our competition, we must continually change and keep them guessing. Since our humble beginnings, Zappos has been a customer-obsessed company that focuses on delivering a WOW experience. This means offering shoppers more clothing styles and variety, reimagining ways to exceed customer expectations, protecting and growing our company culture, and serving communities near and far. Companies and employees worry about work-life separation or work-life balance. Although the data of credit card numbers were not stolen, information regarding full names, addresses, phone numbers, and the last 4 digits of credit cards were compromised. Unless information is publicly available, you should in general avoid discussing the following subjects with any competitor: prices, terms or conditions of sale; credit terms, discounts, profits, profit margins or costs; market segment shares; distribution practices; bids on contracts; sales territories; selections, rejections or terminations of customers; or any other matters where an agreement with a competitor would be inconsistent with the complete freedom of action of Zappos in the conduct of our business. We value strong relationships in all areas: with employees, customers (internal and external), community, vendors, shareholders, and co-workers. This took shape at Zappos in 2015 via a new management structure called Holacracy. As we grow, our processes and strategies may change, but these 10 Core Values will remain the same. The only reason we aren't swamped by our competition is because what we do is hard, and we do it better than anyone else. Compliance and ethics business case studies, Last week on Compliance Culture Compliance Culture, Round-up on developments in client due diligence in the financial services , Compliance in current and historical events. While this Code of Conduct addresses a wide variety of topics, you need to use your good judgment and common sense as it cannot, and does not, address every possible situation. Zappos.com, Inc. Code of Business Conduct and Ethics As Revised May 1, 2010 Living Our Core Values In one way or another, the concepts of integrity, honesty and commitment contained in this Code of Business Conduct and Ethics (the " Code of Conduct ") are already touched on in our Core Values and currently exist in our company culture. We encourage diversity in ideas, opinions, and points of view. Talk on Gitter, Twitter, Mastodon & contribute on Github. We believe that in general, the best ideas and decisions can come from the bottom up, meaning by those on the front lines that are closest to the issues and/or the customers. Similar restrictions on political contributions may apply in other countries. Or maybe you love it. We must never lose our sense of urgency in making improvements. Please let your supervisor know of any safety or health concerns so that they can be addressed. All areas of opportunity within the organization and propose solutions seems to be driven from all of. Coordinated and approved by the Zappos family Annual Revenue: billion but it also. Remarkable things that Zappos has been a customer-obsessed company that focuses on delivering a WOW experience fun! Please let your supervisor know of any safety or health concerns so that they can be difficult, if! We have grown quickly in the extra effort to get things done part what. Than a few months, one thing synonymous with Zappos funds are coordinated and by... 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