After learned Zappo’s case in class, I found it amazing that a shoe company could have such a close relationship with its customers and have such a high reputation. In my opinion, it is the company’s culture that leads to Zappo’s huge success.

The company’s CEO does not have an office, and he works with his employees in that crowded areas. Does this mean that the company is too poor to build an office for its CEO? No, the CEO of Zappo is willing to work with his employees because it is his principle that they are in the same boat. They are a team and everyone should work together towards one goal; an office is merely a decoration, but working with employees is the key for Tony to understand his employees better. The company provides its employees with life-time dental and eye medical cover; also, it provides employees with free food and party. People who work there will not feel stressed but rather relaxing and happy. The company’s goal is not merely making profits but providing employees with perfect work conditions and positive mood. This is the company’s culture which differentiates itself among other shoe companies.

As long as the company’s employees feel relaxed and grateful about their jobs, they will automatically treat the customers. They will be patient when talking to their customers on the phone; they will try their best to fix customers’ problems. Therefore, the company’s key of success is not good strategy but the united power of all the employees.