Each employee or consultant must promptly report to his or her supervisor or the Zappos Legal Department all actual or apparent conflicts of interest. If the violation or suspected violation involves any of those parties, or concerns accounting, internal controls or auditing matters you should make your report directly to the Zappos Legal Department or the Zappos Ethics Hotline at 800-348-1496 (Espaol: 800-216-1288). About Us. A companys culture and a companys brand are really just two sides of the same coin. organized under the Zappos Family. Paradoxically, one way leaders try to retain relevance and stay appealing to both customers and employees is to embrace change. They deliver more personal and direct involvement into programs based on the issues that Zappos employees want to support. Zappos distinctive features and organization lies in their devotion to employees and customers. Something unique that Zappos does is allow brand representatives access to all the same sales and inventory information on their products that Zappos has. All corporate assets must be properly protected and asset records regularly compared with actual assets. The best leaders are those that lead by example and are both team followers as well as team leaders. 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. This self-inflicted evolution can lead to positive growth and a more forward-facing structure that is built for the future, but it can also be destructive to a corporate culture that people rely on for consistency and security. Our relaxed and supportive office environment allows individuals to show up authentically yes, even in their flip flops or footie pajamas. Many of the company's best ideas have been the direct result of informal interactions outside of the office. Values Determine Stakeholder Perspectives The stakeholders at Zappos are influenced by the company's core values, which are effectively displayed in the organizations involvement with customers, community and socially responsibilities. At Zappos.com, we decided a long time ago that we didnt want our brand to be just about shoes, or clothing, or even online retailing. While we may be casual in our interactions with each other, we are focused and serious about the operations of our business. We aim to . Second, if the company begins to ship products abroad, will they have to abandon their policy of free shipping? 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. This vision led Zappos to deliver happiness through the four Cs: Commerce, Customer Service, Company Culture, Community. The best team members have a positive influence on one another and everyone they encounter. 20092023 - Zappos.com LLC or its affiliates. The social responsibility pyramid is comprised of four components, namely legal, economic, philanthropic and ethical (Boone & Kurtz, 2012, p. 95). Significant others include persons living in a spousal relationship (including same sex) or familial fashion with the employee or consultant. 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. Ask yourself: How much do people enjoy working with you? This threat raises two key questions. We work together but we also play together. But it's there. We believe that the best teams are those that not only work with each other, but also interact with each other outside the office environment. 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. Read Our Oath Of Employment 1. Standard write-ups of the Zappos story focus on the company's commitment to customer service. 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. For example, the idea for our culture book came about from a casual discussion outside the office. Determine the major impacts that Zappos' leadership and ethical practices philosophy have had on its stakeholders. Employees performing services in the United States or other countries governed by at will employment rules should be aware that this Code of Conduct does not alter an employees at-will relationship with Zappos. Lets be friends! Sign up for one of our immersive culture and customer service workshops, request a keynote speaker, or tour the Zappos campus. Please contact the Finance Department if you have any specific questions. Just like every person has their own personality, every company has their own culture. Unless information is publicly available, you should in general avoid discussing the following subjects with any competitor: prices, terms or conditions of sale; credit terms, discounts, profits, profit margins or costs; market segment shares; distribution practices; bids on contracts; sales territories; selections, rejections or terminations of customers; or any other matters where an agreement with a competitor would be inconsistent with the complete freedom of action of Zappos in the conduct of our business. 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. It's important to constantly challenge and stretch yourself, and not be stuck in a job where you don't feel like you are growing or learning. 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. Price fixing, customer and market allocations, bid rigging and other arrangements with competitors that are unlawful must be avoided, and you may never exchange sensitive business information with competitors. In addition, the authors emphasize the importance of valuing others' autonomy and dignity. Fundamentally, we believe that openness and honesty make for the best relationships because that leads to trust and faith. Customer Loyalty Director Rob Siefker discusses the company's mindset for WOWing callers and shoppers at every turn. 20092023 - Zappos.com LLC or its affiliates. It combines two ethical convictions: respect for the dignity of the person and recognition of the diminished autonomy of others. How can the company as a whole become more efficient? A year later, at the age of 26, Tony Hsieh became the CEO. A remaining pioneer of the dot-com boom and now a subsidiary of Amazon, Zappos has thrived and innovated under the leadership of Tony Hsieh, known not only for the selection of products it offers, but also for its customer services standards and social media engagement. In most companies, new ideas have to be approved by a manager or a chain of managers. We are all protectors and cultivators of the Zappos Culture; it's what makes it unique and something that changes every day. That "more" is providing the very best customer service, customer experience, and company culture. Disciplinary actions may include the immediate termination of employment. The first was the 2008 Layoff. Accordingly, all political contributions with Zappos funds are coordinated and approved by the Zappos Finance and Legal Departments. How can your department become more efficient? Lets be friends! Creating a strong company culture can be difficult, but it's not impossible. You owe a duty to Zappos to advance our legitimate interests whenever the opportunity to do so arises. Learn how we deliver happiness daily. 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. Despite the fact that these actions are not easy to address and could be extremely costly, Zappos accepted the blame and guaranteed that their customers personal credit card numbers were safe. The giving of gifts to government employees, even gifts of low value, is highly regulated and in many cases prohibited. The company offers free shipping, a 365-day return policy and 24/7 over the phone assistance. Bullets vs. cannonballs. In October of 2011, one of the processing systems encountered complications and problems quickly escalated. How do you challenge and stretch yourself? At Zappos, we encourage every employee to bring their whole self to work. Our philosophy at Zappos is to WOW with service and experience, not with anything that relates directly to monetary compensation (for example, we don't offer blanket discounts or promotions to customers).We seek to WOW our customers, our co-workers, our vendors, our partners, and in the long run, our investors. Zappos also respects the intellectual property of third parties. In the end, both Zappos and its customers benefitted from the merger. 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. Embrace and Drive Change 3. Fundamental Principles of Management Human Resources Zappos.com Inc. has long offered pay to new hires who wanted to quit. Hello, Savings. If you think you may be pursuing such an opportunity, you should discuss the matter with the director or Vice President of your department or business division or the Zappos Legal Department. While it could also expose Zappos to liability, more importantly, it would damage our reputation. We must always plan for and be prepared for constant change. If you find or suspect an error in any financial records you come across, you should notify your supervisor or director or Vice President of your department or business division or the Zappos Legal Department. Do you exemplify a positive team spirit? The company delivers above and beyond basic workplace needs and addresses the self-actualization needs that most individuals desire from their work experience. By having the freedom to be creative in our solutions, we end up making our own luck. Since our humble beginnings, Zappos has been a customer-obsessed company that focuses on delivering a WOW experience. At Zappos, anything worth doing is worth doing with WOW. Are you a better person today than you were yesterday? Like all enduring enterprises, Zappos faces the challenge of reinventing itself to strive for longevity and sustainability. 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. How can you do a better job of communicating with everyone? To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. Interested in seeing what the Zappos Core Values mean outside of Zappos? Ask yourself: What can we do to be a little weird and differentiate ourselves from everyone else? 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. As CEO, Tony Hsiehs has given priority to encouraging a strong corporate culture. http://about.zappos.com/jobs/why-work-zappos/our-benefits The second ethical challenge was the merger with Amazon in 2009. No undisclosed or unrecorded corporate funds shall be established for any purpose. However, by prioritizing customer trust and satisfaction, they are rapidly recovering. In the words of the CEO: Source: Zappos.com, inc. Code of business conduct and ethics It is our policy to employ only persons who do not engage in other business activities that compete with or sell to or buy from Zappos or Amazon. The hard part, is committing to the values once they are set. Ask yourself: How do you encourage more teamwork? If there's one thing synonymous with Zappos, it's providing superior customer service. But really, companies should focus on their culture because it matters. Upon hearing the name Zappos, selling shoes and other retail goods should not immediately come to mind. 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. A 365-day return policy and 24/7 over the phone assistance employees, even gifts of low value is. Funds shall be established for any purpose direct involvement into programs based on the company begins ship... 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