Companies that try to make progress within a highly political and negative culture have a very tough time. They constantly find themselves placing more energy into selling and navigating choppy internal waters, than being externally brilliant. Without a positive internal culture, life is extremely difficult. While communication and ad agencies may believe they can turn around a company with a brilliant campaign, so often, their best efforts are hampered by internal politics and a general lack of understanding that "everything is the brand". Zappos, on the other hand, owes it's success to a fundamental belief that a positive internal culture is everything. Creating a happy organization is so important for them because they know it has a knock-on effect to business performance. Delivering a unique service experience, (customer service agents have no time limits or scripts), is something that gets talked about and builds business.
Sep 21, 2009