“What’s the best way to build a brand for the long term? In a word: culture. At Zappos, our belief is that if you get your culture right, most of the other stuff–like great customer service, or building a great long-term brand, or passionate employees and customers–will happen naturally on its own (p. 152, Delivering Happiness).”
I know I’ve already mentioned this, but Delivering Happiness is a great read. Whether you already have a great organization or you’re building it right now…you don’t want to miss the thinking in this book. It really is the kind of book that makes you want to schedule a tour of the home office next time you’re in Vegas. Already planning it, believe me!