I was in a conversation about buying shoes online recently, and was reminded of a news item I’d read quite a while ago. You can read the link here—it’s a Harvard Business Review article from 2008—but the gist of it is this, regarding the online shoe retailer Zappos:
The fast-growing company, which works hard to recruit people to join, says to its newest employees: “If you quit today, we will pay you for the amount of time you’ve worked, plus we will offer you a $1,000 bonus.” Zappos actually bribes its new employees to quit!
Zappos prides itself on unbelievable customer service—given by people whose job it is to create memorable experiences for customers. For shoes! The article states “Companies don’t engage emotionally with their customers–people do. If you want to create a memorable company, you have to fill your company with memorable people. How are you making sure that you’re filling your organization with the right people?”
Again, I’ll say it—for a shoe company!
Nala Henkel is a social media partner to FEC Network Inc. and editor of the IAAO Blog.