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I had a chance to hear Tony speak a few months ago and one of the things that really impressed me about the culture of Zappos is the culture books they produce annually. Much like social media it allows the good, the bad, and the ugly to exist without being neutered by management. The result seems to be that "the good" far outnumber "the bad." I also really like that they engage in random acts of customer service and that examples of these acts end up on their website.

Both their customer loyalty and employee loyalty are to be envied.

Joitske Hulsebosch

oh, this neatly fits in with my most recent blogpost on can social media shift your organisational culture! I haven't really read a lot about this topic, most things are just so positive about social media, but I think having eg. wikis doesn't mean you are transparent and open!

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