However, if Google’s culture didn’t reflect its mission, instead prioritizing profit over customer satisfaction or accessibility, employees might suggest and implement policies counter to the mission (such as putting information behind paywalls). Employees with these traits will approach their jobs with open minds and determination to innovate and improve information accessibility, advancing Google’s mission. Behaviors and beliefs that fit this mission include encouraging curiosity and valuing transparency.
For example, Google’s mission is to make information universally accessible.
It’s important to have a culture that reflects your business’s mission so that your employees will habitually behave appropriately to advance that mission. These behaviors eventually become cultural workplace habits, and employees start applying them in their personal lives as well, considering other people’s needs before their own and treating everyone respectfully. While Hsieh never provides a concrete definition of company culture, we’ve used his discussions on culture to define it as follows: Culture is the standard behaviors and beliefs that employees maintain both in business settings and in their personal lives.įor example, many companies nurture the cultural belief that customer satisfaction is a priority and encourage employees to behave respectfully toward colleagues and customers. In this guide, we’ll explore these three guiding principles that made Zappos a successful company. So how can you make your customers and employees happier and maximize profits? In Delivering Happiness, Hsieh says the answer lies in implementing three principles: Encourage a healthy business culture, provide great customer service, and invest in continuing education. Happy employees work harder and more efficiently, and happy customers spend more money. 1-Page Summary 1-Page Book Summary of Delivering HappinessĪccording to Tony Hsieh, the former CEO of online clothing retailer Zappos, happiness is good for business.
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