“Pursue growth and learning,” is fourth on the list of Zappos’ ten core values, and the shoe seller walks the talk. Zappos employees are paid for mastering new competencies. They receive an incremental raise for becoming certified in any one of the company’s 25 skill sets, and employees choose which competencies to master. They can learn to run a customer service chat room or become a mentor, regardless of their current job title or level. The benefits to Zappos go beyond increased employee engagement. If, for example, there is an unusually high number of customer requests for on-line chats any certified employee can help.
Enabling employees to choose which competencies to learn and rewarding them as they do so meets three criteria of work-life-flow.
- People have a sense of internal control over their actions and progress because they choose what to master.
- They receive feedback in the form of certification (or lack thereof) and a pay increase.
- In all likelihood, they choose to learn something they find meaningful.
You are invited to join the Corporate Soul Movement.
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See how Zappos CEO provides a shoulder for others to stand on and then stands on theirs. Click here to read Leadership Leap Frog.