Many companies (think) they can be the next Zappos of social media (using social media to blur the lines between employees and customers etc.); yet many fail to realize that every employee at Zappos is hired for their customer service skills, cultural fit and alignment to company goals.
Bottom-line: you are hired for your customer service acumen at Zappos and you can be fired for your lack of it; you know the CEO (and the rest of the company) are metaphorically listening to everything you say online; and finally—every single employee is indoctrinated in a very rigorous Zappos cultural ethic that includes several weeks of training, handbooks and company events.
The presentation above is a terrific glimpse into the eye of the Zappos company cultural ethic and approach to business.
