How Zappos Creates Happy Customers and Employees
Tony Hsieh, CEO and founder, shares his insights and practices.
Reporting by Marcus Erb
"A company’s culture and a company’s brand are really just two sides of the same coin.” — Tony Hsieh, CEO and Founder, Zappos
In business, happiness is often seen as a result of profits, not a driver. What happens when this dynamic is reversed and happiness becomes the first line of business? In the case of Zappos, the result is a multi-billion dollar on-line sales company known best for their customer service, free shipping and 365-day return policy. Speaking at the 2011 Great Place to Work® Conference, Tony Hsieh, CEO and founder, shared the philosophies and practices that drive his company’s culture, and how it fuels their success.
This article shares highlights of the philosophies and practices that has helped this Las Vegas-based company deliver “Wow” experiences for customers and create an avid following of customers.