Pursue Growth and Learning

March 12, 2013 — Bhutan, Core Values, GNH, Zappos

The 5th core value at Zappos is about growth and learning.  I respect this greatly because in it they admit publicly that they do not know what they are doing.  This thrills me, because most biz executives do not appear to know what they are doing, but wish to cover up this fact.  The learning curve itself is a sport at Zappos.  They measure productivity and success carefully, in order to learn what works for the company and the customers. They also boldly go where none have gone before, to create and measure happiness.

Like Bhutan, Zappos is concerned with the GNH, or gross national happiness.  The employee happiness is valued as is the customer happiness.  This circular program of generating happiness by being happy makes sense. Since each person defines pleasure and joy for herself, creation of the right conditions for maximum joy is the goal. Experimentation and measurement is essential to know if your plans are succeeding.  Since Zappos has no historical model, nor does Bhutan, we can safely say that they are swimming in new water. To chart a course, one must know where one is.  Zappos does an excellent job of tracking and addressing with training and coaching, the internal needs of the staff.  They also monitor the customer satisfaction and efficiency of the entire process. Creation of happiness is no small feat in the world today, and it will require much study and inquiry.  I think Zappos is teaching business how to shift and focus on the important things in life.