At Zappos.com, our purpose is simple: to live and deliver WOW. Twenty years ago, we began as a small online retailer that only sold shoes. Today, we still sell shoes — as well as clothing, handbags, accessories, and more. That "more" is providing the very best customer service, customer experience, and company culture. We aim to inspire the world by showing it's possible to simultaneously deliver happiness to customers, employees, vendors, shareholders, and the community in a long-term, sustainable way.
Over the years, Zappos has evolved its product selection to include clothing, handbags, and accessories. The one thing that hasn’t changed, however, is our focus on the customer. A service company at heart, Zappos’ purpose is to live and deliver WOW. This obsession led us to be one of the first online retailers to offer free next-day shipping and free returns. Further, our 365-day return policy gives even the most indecisive shopper time to contemplate their purchase.
Our Core Values
At Zappos, our 10 Core Values are more than just words. They're a way of life.
In January 2005, Zappos polled employees on what they thought the company’s core values should be. Hundreds of ideals were submitted, which resulted in 37 foundational themes. This list was further narrowed down, and on February 14, 2006, the Core Values were introduced.
Besides being distinctive, these beliefs create a framework for Zappos’ actions. These values guide everything we do, including how we interact with our employees, how we interact with our customers and community, and how we interact with our vendors and business partners.
nce our humble beginnings, Zappos has been a customer-obsessed company that focuses on delivering a WOW experience. We aim to inspire the world by showing it’s possible to simultaneously deliver happiness to customers, as well as employees, vendors, shareholders and the community, in a long-term, sustainable way. This vision led Zappos to deliver happiness through the four C’s: Commerce, Customer Service, Company Culture, Community. As Zappos continues to transform and scale, we want to ensure the four C’s remain top of mind in our day-to-day business operations. This means offering shoppers more clothing styles and variety, reimagining ways to exceed customer expectations, protecting and growing our company culture, and serving communities near and far.
Why Culture Matters
Zappos is not an average company. Our service is not average, and we don't want our people to be average.
For all our emphasis on customer service, our #1 priority is company culture. It’s what makes us successful. And in our culture, we celebrate and embrace our diversity and each person’s individuality.
We believe that if we get the culture right, then most of the other stuff — like delivering great customer service or building a long-term enduring brand or business — will be a natural byproduct.