You must not, without proper authority, give or release to anyone not employed by Zappos or Amazon, or to another employee who does not need to know, data or information of a confidential nature. That may seem negative, but it's not: we'll do our best to "get it right," and then do it again when we find out that things have changed. We value passion, determination, perseverance, and the sense of urgency. How do you get your fellow circle members to grow professionally? Check out our Oath of Employment, which we use to not only highlight our values, but commit to them both as Zappos employees and as a business. Zappos does an incredible job at contacting customers in a timely manner, especially when there are situations that go wrong. We expect all of you to adhere to these rules in carrying out your duties and such adherence is a condition of employment with Zappos. Are you happy here? If it ever gets too easy, start looking for a tidal wave of competition to wash us away. The more widespread and diverse your relationships are, the bigger the positive impact you can make on the company, and the more valuable you will be to the company. Deliver WOW Through Service 2. What are some creative things that you can contribute to Zappos? Zappos committed to their employees. While we have grown quickly in the past, we recognize that there are always challenges ahead to tackle. http://blogs.zappos.com/blogs/ceo-and-coo-blog/2009/01/03/your-culture-is-your-brand A companys culture and a companys brand are really just two sides of the same coin. Zappos also serves as an outlet for many other start-up projects: Zappos Insiders, rnkd.com, fandeavor.com, yesterbox.com, and pinpointing.app.zappos.com serving as a source for socially responsible spin-off projects. The program promotes environmental awareness through outlets including cleaner water, recycling, reusable packaging, air quality, and energy conservation. http://danielsethics.mgt.unm.edu/pdf/ZapposCase.pdf 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. This will evolve, change, and grow over time but we wanted to get the most important stuff in here first: our Core Values. Customers were confused on why Zappos had decided to unite with Amazon, and instead of leeaving their loyal consumers wondering, they publicly expressed the situation. Also check out this interview with Andy Orsow who's a UX Manager at Zappos. Violence and threatening behavior are not permitted. Our culture would not be what it is today without Zapponians past and present. Companies and employees worry about work-life separation or work-life balance. Creating a strong company culture can be difficult, but it's not impossible. Zappos has addressed some critical challenges, handling them with agility, strength, and precision. The following potential ethical challenges that may arise from the re-organization: With over 1,500 employees on staff, there could be some issue with maintaining employee and managers' relationships in a harmonious state, while keeping employees motivated (Echevarria, 1999). Zappos equipment should not be used for non-company business, though incidental personal use may be permitted on a case-by-case basis in accordance with our other policies and procedures. Further, we dont promote work-life balance in the traditional sense. In 1999 Nick Swinmurn launched ShoeSite.com; an idea prompted after a failed attempt of trying to buy a pair of shoes in San Francisco. Strong relationships allow us to accomplish much more than we would be able to otherwise. We are all protectors and cultivators of the Zappos Culture; it's what makes it unique and something that changes every day. The ethics website is http://www.lighthouse-services.com/incidentlogin.asp (user name: Zappos, password: Zappos). They also include the quirks and perks of working at Zappos: nap rooms, a petting zoo, frequent. Over the years, Zappos has taken strides to eliminate the common fates that most companies of our age and size contend with: slowing innovation and evolution, too many management levels, bottle-necked decision making, and disengaged employees. While we celebrate our individual and team successes, we are not arrogant nor do we treat others differently from how we would want to be treated. It is our policy to disclose information concerning Zappos to the public only through specific limited channels to avoid inappropriate publicity and to ensure that all those with an interest in Zappos will have equal access to information. Determine the major impacts that Zappos' leadership and ethical practices philosophy have had on its stakeholders. We want the weirdness in each of us to be expressed in our interactions with each other and in our work. Are you passionate about your work? Zappos has addressed some critical challenges, handling them with agility, strength, and precision. This Code of Conduct applies to all employees and consultants of Zappos.com, Inc. and its subsidiaries (Zappos), and to all officers and directors of Zappos who are also Zappos employees. Ask yourself: Are you taking enough risks? We want everyone to always try to go the extra mile in encouraging thorough, complete, and effective communication. 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. Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? We use mistakes as learning opportunities. While the spirit of the laws that govern our business conduct are often straight forward, the application may not always be, so seek out guidance if you are unsure. We are all protectors and cultivators of the Zappos culture; it's what makes it unique and something that grows every day. CEO Tony Hsieh believes that the secret to customer loyalty is to make a corporate culture . The brand is just a lagging indicator of the culture. Do you love what you do and who you work with? Certain employees must comply with trading windows and/or preclearance requirements when they trade Amazon.com securities. If you've been at Zappos for more than a few months, one thing is clear: Zappos is growing. Similar restrictions on political contributions may apply in other countries. They were completely honest and open about the financial situation they were in and the employees understood what and why they needed to take these actions. How do you encourage more people to take initiative? The Mark Fulton 8,000 Meter Challenge requires grit and character. Passion is the fuel that drives ourselves and our company forward. If you are not prepared to deal with constant change, then you probably are not a good fit for the company. But the consistency is in our belief that we function best when we can be ourselves. Zappos employees are given few boundaries for working with clients and are expected to be completely helpful and comfortable to help with any customer need. 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. A conflict of interest exists when your private interests interferes in any way or competes with Zappos interests. Read Our Oath Of Employment 1. These stories range from a six-hour phone conversation with a customer having trouble with their transaction, informing customers of where the best pizza parlor is in their location, to just being a friend to talk to. Instead, we carry ourselves with a quiet confidence, because we believe that in the long run our character will speak for itself. As CEO, Tony Hsiehs has given priority to encouraging a strong corporate culture. Be adventurous, creative, and open minded, Build open and honest relationships through communication. 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. 20092023 - Zappos.com LLC or its affiliates. As we continue to grow, we strive to ensure that our culture remains alive and well. One of the main perks of working for Zappos are the vast and numerous benefits. Are you doing everything you can to promote company growth, and at the same time are you helping others understand the growth? Zappos Insights was established as a supplementary support for customers who want to learn more about their business practices. More information is available in the Zappos Whistleblower Policy. To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. This year, we invited our vendors to run away with us to the Untamed Circus.". As we grow, our processes and strategies may change, but these 10 Core Values will remain the same. Learn how we deliver happiness daily. Monday 2 June 2014, by Alysia Echevarria, Ask yourself: What can we do to be a little weird and differentiate ourselves from everyone else? Yessica Najarro. Do you encourage and drive change? What can we do that's both fun and a little weird? You must not provide any false or incomplete information to the accounting department. Confidential information may include, for example, information about Zappos strategy, plans, customers, suppliers, financial statements, credit card information, contracts, capitalization, proposed acquisitions or divestitures, as well as confidential information about other companies with which we do business. Do you understand the purpose of your circle? At Zappos, anything worth doing is worth doing with WOW. It is real. Subscribe to our newsletter. We approach situations and challenges with an open mind. Our ten core values are: Looking to implement Design Principles with your team or organisation? At Zappos, delivering WOW customer service, building relationships, and learning the company culture is a top priority. Up to 60% off select boots, sneakers & outerwear. 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. Honesty Honesty is an essential value required to conduct business in an ethical manner. At Zappos, we embrace diversity in thoughts, opinions, and backgrounds. Another challenge that Zappos faces in upcoming years is . Today, we still sell shoes as well as clothing, handbags, accessories, and more. At Zappos, our 10 Core Values are more than just words. And they will not be able to evolve as fast as we can as long as embracing constant change is a part of our culture. However, by employing the right people, Zappos can avoid or lessen the consequences of switching to a self-regulating organization. First, how can Zappos continue to use competitive pricing in international markets that may have similar products with cheaper price tags? 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. Before making any payments to any foreign government officials or employees, please obtain approval from the Zappos Legal Department. We decided that we wanted to build our brand to be about the very best customer service and the very best customer experience. Zappos Insights offers a range of services that can suit your business needs. A strong culture means lower employee burnout and therefore, lower turnover. Ask yourself: How do you encourage more teamwork? For example, the idea for our culture book came about from a casual discussion outside the office. One of the side effects of encouraging weirdness is that it encourages people to think outside the box and be more innovative. Experiments with new ideas before going all in. Over time, we want everyone to develop his/her gut about business decisions. At Zappos, everybody is given the keys to drive the company forward. At Zappos, we encourage every employee to bring their whole self to work. 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. How has Zappos managed ethical risk, . 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. If we want to continue to stay ahead of our competition, we must continually change and keep them guessing. Do you view new challenges optimistically? That "more" is providing the very best customer service, customer experience, and company culture. Ask yourself: How can you do what you're doing more efficiently? Book an office hour. We want to be able to laugh at ourselves. WOW is such a short, simple word, but it really encompasses a lot of things. Just like every person has their own personality, every company has their own culture. Instead, they create a leadership vacuum and a change process where no one is in charge because everyone is, at least in theory, empowered. They serve those they lead. For some people, especially those that come from bigger companies, the constant change can be somewhat unsettling at first. Relatives include your spouse, sister, brother, daughter, son, mother, father, grandparents, aunts, uncles, nieces, nephews, cousins, step relationships and in-laws. In a very direct way, complying with applicable laws promotes our core value of building open and honest relationships, for how can you expect to have open and honest relationships if you are acting dishonestly? Do you believe in what we are doing and where we are going? Hello, Savings. Accordingly, you may not take for yourself opportunities in Zappos area of business that you discover through the use of Zappos property, information or position. We believe that customer service shouldnt be just a department, it should be the entire company.. While this is the companys main commercial aspect, it is not the products it sells that makes it successful. Ethical Culture Of Zappos This shows the companies dedication to their employees. We must all learn not only to not fear change, but to embrace it enthusiastically, and perhaps even more importantly, to encourage and drive it. Do you instill a sense of team and family not just within your department, but across the entire company? This was a hard decision as the company cherished every employee. The hardest thing to do is to build trust, but if the trust exists, you can accomplish so much more. 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. Ask yourself: Are you humble when talking about your accomplishments? MyFax, the online service that lets you send and receive faxes over e-mail, now has a free version. And that's where we're breaking new ground. We can all take great pride in the many wonderful things that Zappos stands for, and as long as everyone remains committed to the values that make us special, Zappos will never be just another company. And for these Zapponians, it's the perfect backdrop to build meaningful connections. Zappos has always been about being able to do more with less. Prepared, careful communication and incremental change with absolute transparency and clarity, especially toward the way people will work and be trained and paid, is imperative to maintain integrity. Communication is always one of the weakest spots in any organization, no matter how good the communication is. Help needed for "Zappo's Design Principles"! It's the responsibility of every employee to represent and foster culture. Subscribe to our newsletter. Please refer to the applicable sections of the Employee Handbook for further guidance. Another challenge that Zappos faces in upcoming years is the threat of globalization and core sustainability. The same way a toxic culture leads to unhappiness. This touched our hearts, and truly helped us to see how caring Zappos is and how dedicated they are to abide by their core values. We believe in hard work and putting in the extra effort to get things done. We must always plan for and be prepared for constant change. It's a setup that's supposed to encourage collaboration by eliminating workplace. You can choose to be thoughtful about your company culture. A key ingredient in strong relationships is to develop emotional connections. Our service is not average, and we don't want our people to be average. Sometimes it may seem that new problems crop up as fast as we solve the old ones (sometimes faster! Every company onboards differently. Check-in Round: Each person has an uninterrupted chance to mention anything on their mind. Please bear in mind that each of us has a personal responsibility to incorporate, and to encourage our colleagues to incorporate, these principles into our work. No undisclosed or unrecorded corporate funds shall be established for any purpose. Zappos recognizes that there can be borderline cases, and they will be considered carefully. However, Zappos will keep some hierarchy and keep the Big Bosses who set the pay structure. If you use company funds, please make best efforts to ensure that Zappos has received proper value in return. 20092023 - Zappos.com LLC or its affiliates. We may not be able to answer these questions with certainty, but we do know that human resource practices will be crucial in meeting these challenges. Passion and determination are contagious. As a company that uses a self-managed organizational structure, we encourage Zapponians to identify areas of opportunity within the organization and propose solutions. The diversity of Zappos employees is a tremendous asset. Ask yourself: How do you grow personally? How much fun do you have in your job, and what can you do to make it more fun? 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. The giving of gifts to government employees, even gifts of low value, is highly regulated and in many cases prohibited. A. http://www.wwd.com/footwear-news/markets/zappos-milestone-timeline-2121760 Hassle-Free Returns at Whole Foods: Say goodbye to shipping boxes and return labels! However, if the vendor tells you to have a night out without the vendor present and submit your receipt for payment, you should decline as that arrangement is akin to a cash gift. It's hard but if we weren't doing something hard, then we'd have no business. Talk on Gitter, Twitter, Mastodon & contribute on Github. Second, if the company begins to ship products abroad, will they have to abandon their policy of free shipping? We encourage people to make mistakes as long as they learn from them. It exemplifies the honest and ethical values the company has built. Service to Zappos should never be subordinated to personal gain or advantage. This means that our work is never done. Strong relationships allow us to accomplish much more than we would be able to otherwise. http://www.ariozick.com/why-zappos-shouldnt-be-your-business-model/ The Code of Ethics and Code of Business Conduct assures . We must never settle for "good enough," because good is the enemy of great, and our goal is to not only become a great company, but to become the greatest service company in the world. How do you WOW the people that you have relationships with? How can you make your relationships more open and honest? Any suspected fraud or theft should be immediately reported to your supervisor, or the director or Vice President of your department or business division. 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. An Evolutionary Organization Over the years, Zappos has taken strides to eliminate the common fates that most companies of our age and size contend with: slowing innovation and evolution, too many management levels, bottle-necked decision making, and disengaged employees. We don't take "no" or "that'll never work" for an answer, because if we had, Zappos would never have started in the first place. But really, companies should focus on their culture because it matters. Yet no matter how much better we get, we'll always have hard work to do, we'll never be done, and we'll never "get it right." In the words of the CEO: We are ever evolving. In response to these situations Zappos contacted each customer informing them of the predicament they were in. We work together but we also play together. You must never engage in competitive conduct that cannot be justified by sound business considerations wholly apart from its effect on any injured competitor. It is how it sells these products and what it does for its employees and customers that makes Zappos what it is today. To outsiders, that might come across as inconsistent or weird. http://about.zappos.com/jobs/why-work-zappos/our-benefits The best team members take initiative when they notice issues so that the team and the company can succeed. About Us. 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. Be Adventurous, Creative, and Open-Minded 5. How can you improve those relationships? It is important to consider how these two principles are embodied in the actions of others. Zappos will promptly investigate all reports of alleged non-compliance with this Code of Conduct and other reported improprieties, and determine an appropriate course of action. You may also raise your concern through one of the options set out in the Zappos Whistleblower Policy. 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. Do you treat both large and small vendors with the same amount of respect that they treat you? Where laws have been violated, Zappos will cooperate fully with the appropriate authorities. Other Zappos employees are not allowed to communicate with the press on Zappos behalf or provide any information about us off the record, for background, confidentially or secretly. At Zappos, we place a lot of emphasis on our culture because we are both a team and a family. Zappos takes great pride in providing a safe and healthy work environment. If you are unsure whether a contemplated action might violate any of the antitrust laws, you must review it with the Legal Department prior to implementation. t. mariaquintana, Paradoxically, one way leaders try to retain relevance and stay appealing to both customers and employees is to embrace change. 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. 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