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The Zappos Experience by Joseph Michelli

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8ZAPPOS UNIVERSITY

As good as Zappos is at present, staff members and leaders will always tell you that they need to be better. Rebecca Henry Ratner, HR director at Zappos, captures the company’s constant sense of striving and restlessness when she says, “Zappos is a place where every day is a stretch. I never know what’s coming, but I know I’m going to like it. I’m constantly challenged and placed in situations where I have to live outside my comfort zone. In fact, outside my comfort zone is starting to become my comfort zone. Fortunately, Zappos understands that a key to retaining great people is to keep them challenged and learning, and that’s where our Pipeline team comes in.”

While I have titled this chapter “Zappos University,” there isn’t ...

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