Zach Ware – Opening the doors to everyone

I guess probably the most important thing we’ve done is open our doors and with every customers or employees or members of the public. There’s two elements that I think have been…have changed our culture which has been towards collaboration, probably the most meaningful thing we’ve done. If you think about first of all coming to Zappos, you come in the front door, and there’s only one way in and one way out. So if you’re visiting Zappos, you’re going to run into Tony in the front door, and then in sort of lobby area you’re going to run into a customer loyalty team member. You’re going to run into member of the public, you’re going to run into a vender, by creating one way in-one way out, we’ve encouraged people to connect with each other in a way that most companies don’t do. Like executives come in one door, they have a private entry, or there’s like eight doors that people just come in and out of.

And so when you combine that with our idea of opening our doors to the few, to tours members of the public for free, so you can come in, just to take a call with a customer loyalty team member or look at our hourly or minute by minute sales, or ask questions about head of HR or about customer loyalty member or even Tony. For us that’s created a culture where, not only do we not have secrets from each other, but we really can’t have secrets at all, because there are people that we don’t know, constantly walking around our desks. So, while it isn’t…it’s self-collaborative, it made a huge difference in our culture.

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