A leading example in its field, Zappos has become one of the most popular online shoe stores in North America to date. Infamous for its 365 days return policy and no time limit on customer calls, Zappos has secured itself the highest position in the ladder of the shoe industry.

So how exactly is it possible that all Zappos’ customer service employees are able to handle hours of listening to unhappy customers every day of every week, and more importantly, how are they motivated to keep doing so? A simple answer to this question would be that all employees have to go through hours of intensive training during which, surprisingly enough, they are even offered money to quit the process. But what lies at the heart of the Zappos success is the natural way in which the firm positively reinforces the sense of belonging in every one of its employees. In turn what this means for the firm is that its employees due not suffer from alienation as is mostly the case in large firms where workers do not feel like they serve any purpose.  Zappos ensures that all its employees memorizes and chants its Core Values, making sure that all employees feel like they contribute to the success of the firm. As the CEO of Zappos states, “In Zappos, we try to create an environment where employers want to come work regardless of the fact that they are being paid average wages.” In Zappos, workers do not work for the money but for the success of the firm as the firm itself is their community, and which member does not wish or strive for the success of its community? Even little things such as organizing events to celebrate the billion dollar revenue milestone where each employee is in attendance creates a sense of family which in turn leads to employees coming to work more motivated to reach that next milestone.

What we can truly learn from the “Zappos family” success is that a motivated workforce is the foundation to any successful brand as they are the driving force who pushes the company forward.

SOURCE

http://www.newyorker.com/magazine/2009/09/14/happy-feet