1. A culture of innovation

5. S E R V I C E

6. “Our Business Strategy since 2005 has been to invest in company culture, with the belief That the culture will ultimately drive employee productivity, customer service quality and brand strength.” - Tony Hsieh

7. A bit about Zappos: Growth

8. Attitudes, Feelings, Values and Behaviors that characterize and Inform a group and its members

9. Company Culture 9

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21. Deliver WOW through Service Embrace & Drive Change Create Fun & a little weirdness Be Adventurous, Creative and Open-Minded Pursue Growth and Learning Build Open & Honest Relationships with Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate & Determined Be Humble

24. How do you (re)structure a company?

25. Structure: As we have known it

26. What if working top-down doesn’t work?

27. How else can we work? Shouldn’t the person doing the work could own the decisions that make the work happen? Is it SAFE TO TRY? Will it; CAUSE US HARM OR MOVE US BACKWARDS?

28. Shouldn’t the person doing the work own the decisions that make the work happen? How else can we work?

29. Is it SAFE TO TRY? Will it; CAUSE US HARM OR MOVE US BACKWARDS?

30. How else can we work?

31. Utopia! No, not yet.

32. Budgets? Compensation? No Managers? Distributed Authority? Will anyone actually work? How do you (re)structure a company?

35. Connectedness / Network inside the organization

36. Is it clear that you are living your purpose every day?

37. Makes Cents… Companies with strong cultures tend to enjoy better returns on investment, higher net income growth, and bigger increases in share price than firms with weaker cultures. -Adam Zuckerman International Survey Research

38. Makes Cents… Less Burnout Lower Turnover More Productivity Higher Profitability

39. Customers come back… 75% + & shop More often! Order >2.5x per year Customers tell Their friends 40% +

41. jwolske@zappos.com Twitter @zapposinsights Facebook.com/zapposin sights Check out Zapposinsights.com For more information! speaker@zapposinsights.com