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The Zappos Experience by Joseph Michelli

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2IT ALL COMES BACK TO CULTURE

While the Zappos culture is enviably strong today, the journey to its well-defined values was not exactly linear. The way the leaders at Zappos developed their culture and defined their values should offer hope, insight, and encouragement to those who lack a written set of values or feel there is a gap between their purported corporate values and the actual culture of their business.

Most businesses already have a set of written values that sound as if they could apply at any and every business. In many cases, employees are not able to recite those values, let alone act in accordance with them, and have no idea where the guiding principles came from. Staff members may not see the values as being relevant to their ...

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