Joel Liu's Library tagged zappos →  View Popular, Search in Google

Our whole belief is in today's world companies are becoming more transparent whether they like it or not. One disgruntled or happy employee can write something on a blog and have that read by millions. It's the same thing with a customer. Our belief is a company's culture and brand are two sides of the same coin. The brand may lack the culture but eventually it will catch up. You can't control every touch point like you could 50 years ago. The only way to do it is instead of trying to "control the touch points" is to get the right people with the right attitude, build the right culture and the rest will take care of itself. If I were to ask you of the brand of the airline industry, most would say something about bad customer service. No airline went out and said they wanted their brand to be about that, but that's the brand of the industry.

With my first company it was not paying attention to the culture. We hired the right people with the right experience and skill sets, but we didn't know to look for a culture fit. By the time it was 100 people, I didn't want to go into the office anymore. That was a weird feeling. That's why we ended up selling the company.