After a fun dinner at CEO Tony Hsieh’s house last night, today was another amazing day at Zappos headquarters.
My tweet-summary from Day 1 is here.
For more, check out the hashtag #zapposlive.
@ZapposInsights 10:15:01 Thursday, Oct 15th 09: @zappos_alfred talking about difference between information and wisdom (insights) Discussing all sorts of growth. #zapposlive
@ZapposInsights 10:20:14 Thursday, Oct 15th 09: How do you grow bother personally and professionally? Can’t grow professionally unless you invest in yourself and grow too. #zapposlive
@ZapposInsights 10:22:04 Thursday, Oct 15th 09: The typical planning process for business growth metrics ends up with the same results. Need to involve more ‘How’ and ‘Why’. #zapposlive
@ZapposInsights 10:22:59 Thursday, Oct 15th 09: What are going to be the ‘Inputs’ that will help make your company successful? Typical strategies are mostly ‘Outputs’. #zapposlive
@ZapposInsights 10:24:01 Thursday, Oct 15th 09: You can’t necessarily control the ‘Outputs’, but you can definitely control the ‘Inputs’ to guide the way. #zapposlive
@eldridge2m 10:26:37 Thursday, Oct 15th 09: Most companies plan to grow all areas of the company, except they forget to plan to grow their company culture #zapposlive
@ZapposInsights 10:28:39 Thursday, Oct 15th 09: Building teams that have all three types of people, can help make any process/goal become a reality. #zapposlive
@eldridge2m 10:35:47 Thursday, Oct 15th 09: Three type of people on team to build successfully – visionary, artist (creative), scientist (numbers) #zapposlive
@ZapposInsights 10:29:55 Thursday, Oct 15th 09: What is your Vision? Zappos started with selection, then service, and eventually found that culture was a big part of the vision #zapposlive
@ZapposInsights 10:30:35 Thursday, Oct 15th 09: Delivering happiness is overall vision. Your vision can evolve/grow, too! #zapposlive
@ZapposInsights 10:31:56 Thursday, Oct 15th 09: Focus on the core, the mix of 1) what you can be the best at, 2) you are passionate about, and 3) drives your economic engine. #zapposlive
@ZapposInsights 10:33:59 Thursday, Oct 15th 09: Get Alignment. Get everyone to row in the same direction. Over-communicate by 10-20%. Make sure everything is explained in full #zapposlive
@ZapposInsights 10:36:06 Thursday, Oct 15th 09: Have a higher purpose. Fight for a cause/Find you calling. Make sure everyone in the company understands the purpose. #zapposlive
@ZapposInsights 10:38:25 Thursday, Oct 15th 09: Large meetings work for communicating certain things, some are better suited to a smaller setting, to make it personal. #zapposlive
@ZapposInsights 10:44:26 Thursday, Oct 15th 09: Come up with whatever metric makes sense, then be willing to change it over time. Can’t use the same measurements over time #zapposlive
@ZapposInsights 10:58:38 Thursday, Oct 15th 09: Daily sales report is sent to all Zappos employees, and 1500 brand partners. Open communication benefits all parties. #zapposlive
@ZapposInsights 11:03:41 Thursday, Oct 15th 09: When we hire people, we want to raise the bar for the team. We look to find people who can really make the team better! #zapposlive
@Scott_Allison 11:17:10 Thursday, Oct 15th 09: http://twitpic.com/lmlyx – Advice from @zappos_alfred CFO/COO. Really understand your talent & fill any gaps with your team. #zapposlive
@eldridge2m 11:26:38 Thursday, Oct 15th 09: Dave @dave337 www.atlantarefrigeration.com INC 500/5000 speaking how he got “zapped” #zapposlive implemented culture in his company
@ZapposInsights 11:27:01 Thursday, Oct 15th 09: ‘Virtual Bench’ of non-hired potential employees who keep in touch with company because the culture blew them away. #zapposlive
@ZapposInsights 11:31:57 Thursday, Oct 15th 09: @dave337 is talking about dropping cash bonuses and putting together a 101 dreams list. Employees help each other meet goals. #zapposlive
@eldridge2m 11:35:35 Thursday, Oct 15th 09: @dave337 switched to all google apps to make it easier to connect with everyone #zapposlive www.google.com/apps
@ZapposInsights 11:40:55 Thursday, Oct 15th 09: “It all kind of snowballs once you get a few people on-board with it”. @dave337 on growth of culture at ARS. #zapposlive
@eldridge2m 11:40:57 Thursday, Oct 15th 09: @dave337 talks how Faceball one way to create fun in the office http://www.flickr.com/groups/faceball/ #zapposlive
@eldridge2m 11:44:12 Thursday, Oct 15th 09: “Official site” on how to play Faceball http://www.faceball.org/ #zapposlive
@ZapposInsights 12:05:05 Thursday, Oct 15th 09: Help Desk is our ‘Concierge service on Red Bull’. Want to make sure all interaction here is as enjoyable as it can be! #zapposlive
@Scott_Allison 12:12:49 Thursday, Oct 15th 09: Watch this amazing video which describes how Zappos grow and develop staff and the company for the future http://bit.ly/AnNUr #zapposlive
@ZapposInsights 12:24:48 Thursday, Oct 15th 09: Roger: We want everyone to realize what it means to really be a service company. Everyone does 40 hrs on phones. #zapposlive
@ZapposInsights 12:27:04 Thursday, Oct 15th 09: Maura: Everyone is trained on the phones, everyone helps on phones for holiday/busy season (even Tony!) No seasonal hiring. #zapposlive
@ZapposInsights 12:31:08 Thursday, Oct 15th 09: Hollie: Performance reviews are always evolving. Half of review is based on core values. Technical performance is other half. #zapposlive
@ZapposInsights 12:34:26 Thursday, Oct 15th 09: Maura: QA and Metrics. We score calls – a lot is put into PEC (Personal Emotional Connection). Customer-facing time . #zapposlive
@jessicalawrence 12:43:21 Thursday, Oct 15th 09: Zappos hires less than 1% of all candidates who apply. #zapposlive
@ZapposInsights 12:47:51 Thursday, Oct 15th 09: Roger: Make sure the values are evident in everything that you are doing. Make sure they are incorporated in it all. #zapposlive
@ZapposInsights 12:51:17 Thursday, Oct 15th 09: Dave: Allowing team members the freedom to say ‘Lets try this….’ can really push them to succeed, their input is valued. #zapposlive
@ZapposInsights 14:26:25 Thursday, Oct 15th 09: Lots of WOW! in action. @zappos_drob is explaining how we are going to keep in touch and try our best to help after #zapposlive events!
@ZapposInsights 14:37:25 Thursday, Oct 15th 09: Up next: Leadership training with Dr Vik. – Pygmalion effect.. People are only as good as you expect them to be. #zapposlive
@ZapposInsights 14:41:56 Thursday, Oct 15th 09: http://drvik.com/?page_id=32 Dr. Vik is explaining how to ‘Spin it and Win it’. Take a positive approach to any situation. #zapposlive
@ZapposInsights 14:43:27 Thursday, Oct 15th 09: Benefits of coaching. Employees have a positive attitude, are acknowledged and recognized, resist negativity and are empowered. #zapposlive
@ZapposInsights 14:50:41 Thursday, Oct 15th 09: People can talk their way around a situation and work out good solutions, just by having a place to discuss it and work it out. #zapposlive
@ZapposInsights 15:10:46 Thursday, Oct 15th 09: “How can we get a coach on-site without having the extra $$?” – Just do it. Find someone who is trusted in the company. #zapposlive
@ZapposInsights 15:11:27 Thursday, Oct 15th 09: Coaching can be spread out between a group of people in the company. It doesn’t have to be a single coach. #zapposlive
@ZapposInsights 15:13:24 Thursday, Oct 15th 09: Next question – “How can you afford NOT to get a coach?” What line item is more important than the growth of the employees? #zapposlive
@ZapposInsights 15:14:44 Thursday, Oct 15th 09: Coaching position will pay for itself from the productivity of the employees who are empowered and growing. #zapposlive
@ZapposInsights 15:30:36 Thursday, Oct 15th 09: Leadership vs Management: No one likes to be ‘managed’ or bossed around. We prefer to manage business and Lead the people. #zapposlive
@ZapposInsights 15:34:54 Thursday, Oct 15th 09: Leadership at Zappos sits in the open. Many people can walk up to key leaders and bring ideas/have discussions. #zapposlive
@ZapposInsights 15:36:13 Thursday, Oct 15th 09: “The time we are here is not just to get emails cranked out and work on projects, it’s to be open and available.” @zappos_fred #zapposlive
@eldridge2m 15:37:14 Thursday, Oct 15th 09: via Fred Mossler – Zappos keeps flat level biz, Sr Execs sit among all other employees because that’s where best ideas come from #zapposlive
@ZapposInsights 15:38:02 Thursday, Oct 15th 09: 68% of relationships are broken because? One word. Indifference. Customers come back because of the personal relationship and service. #zapposlive
@ZapposInsights 15:41:24 Thursday, Oct 15th 09: Customers dictate what your brand is. Take them very seriously. Brand and culture are two sides of the same coin. #zapposlive
@ZapposInsights 15:42:54 Thursday, Oct 15th 09: Even though roughly 95% of new orders are placed online, customers will contact us at least once in their time with us. #zapposlive
@eldridge2m 15:43:54 Thursday, Oct 15th 09: You can no longer hide behind marketing campaign in this transparency world customer determines your brand via Fred Mossler #zapposlive
@ZapposInsights 15:44:27 Thursday, Oct 15th 09: “We don’t tell people what to do, we just let them know what needs to be done.” -Dr. Vik #zapposlive
@ZapposInsights 15:45:18 Thursday, Oct 15th 09: There are a lot of things that exist that were never planned. We give the employees the freedom to pursue their passions. #zapposlive
@ZapposInsights 15:47:29 Thursday, Oct 15th 09: In 2006 UPS trucks saved 28,541,472 million miles and 3m gallons of fuel by reducing the number of left turns taken. #zapposlive
@ZapposInsights 16:17:08 Thursday, Oct 15th 09: Have you ever told the person (who’s name you wrote down) and told him/her the impact they made in your life? #zapposlive
@ZapposInsights 16:27:58 Thursday, Oct 15th 09: Talking about Tribal Leadership: Explaining different stages of company culture. #zapposlive
@ZapposInsights 16:28:12 Thursday, Oct 15th 09: Stage 1 – Life sucks. Stage 2 – My life sucks. Stage 3 – I’m great. Stage 4 – We’re Great. Stage 5 – Life is Great. #zapposlive
@ZapposInsights 16:28:48 Thursday, Oct 15th 09: What stage do you think you are in? You can only upgrade one stage at a time. #zapposlive
@eldridge2m 16:30:16 Thursday, Oct 15th 09: Tribal Leadership – Most organizations never make it to Stage 5 – Life is Great! need to help people move up one stage at a time #zapposlive
@ZapposInsights 16:33:34 Thursday, Oct 15th 09: What keeps people from reaching goal? Fear of failure, Not enough time? Lack of a sense of urgency. #zapposlive
@ZapposInsights 16:35:19 Thursday, Oct 15th 09: Sense of Urgency: It Must be done. It must be done NOW. Gets things done. #zapposlive
@ZapposInsights 16:39:33 Thursday, Oct 15th 09: If you could talk to yourself about your goals in a month, what would you say? You can! Go ahead and write yourself a letter. #zapposlive
@Zappos_DRob 19:50:46 Thursday, Oct 15th 09: Had an amazing time with the Zappos Insights LIVE crew this week! It’s a new batch of culture gurus ready to change their world. #zapposlive
@rachelcosgrove 20:05:40 Thursday, Oct 15th 09: Thank you @zapposinsights! Awesome two days of letting us get infected by your culture. Learned lots & met some amazing people. #zapposlive
@jessicalawrence 18:25:11 Friday, Oct 16th 09: One major takeaway from #zapposlive? Remarkable marketing won’t make up for an unremarkable product. Thanks @clayhebert!
@KillerChef 20:26:19 Friday, Oct 16th 09: Thanks to everyone on the #zapposlive team for their hospitality and openness. Looking forward to our 1st class reunion. (hint, hint, hint)
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