The document discusses how a company's culture and employees are integral to building an emotional brand connection with customers. It emphasizes that culture is the personality of a company and shapes how customers feel. Employees are encouraged to support their organization's culture by projecting care for their work through their appearance, attitude, and by inspiring others.

7. “When you think about a brand, you don’t
mentally pull up a list of bullet points; you
either think ‘I love this company’ or ‘I
don’t.’ Ultimately, a brand is a shortcut to
a set of emotions… The Zappos brand
emanates from every employee. We make
an emotional connection person to
person, one interaction at a time.”
– Tony Hsieh

8. YOUR STAFF IS
YOUR BRAND

10. KNOW YOUR WHY

21. CULTURE IS THE
PERSONALITY OF A
COMPANY

23. OUR SHARED VALUES
Compassion for our customers and each
other
Passion for our product
Eagerness to learn
Optimistic attitude – we believe anything is
possible

25. “As you help and inspire others, you will
also be inspired. This job will
have you loving Monday
mornings again.”

27. “Everyone has their own personal
fashion style, and looking great tells
our customers that we care about our
work, and we project that through
our appearance and attitude.”

29. HOW CAN YOU
SUPPORT YOUR
ORGANIZATION’S
CULTURE?

35. Zombie bowling picture

41. WHAT WORDS
DESCRIBE YOUR
DREAM LIBRARY?

42. IF MY DREAM LIBRARY
WERE A BREW…