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Zappos lessons: Building a Customer-Focused Culture

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Tony Hsieh, CEO of Zappos, provides his 10 tips for building a customer service focused culture.

Tony Hsieh, CEO of Zappos, provides his 10 tips for building a customer service focused culture.

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  • kwhiteHR kwhiteHR Simply awesome! 1 year ago
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  • sumalakshman Suma M, Director at Pilgrim Research & Consultancy Tony Hsieh is a remarkable guy. He seems like an introvert, somebody whose mind is constantly processing multiple ideas and figuring out innovative solutions that would further the Zappos empire. And yet, at the end of it all, this man weighs his achievements on 2 parameters - values and culture. I like the way his leadership style is analysed here - http://www.brandpilgrim.com/2010/08/valuation-of-values.html 2 years ago
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  • rpinilla27 Ricardo Pinilla, Strategic Marketing Consultant at m-tech consultores A very good example of customer centric organization and how you can get the commitmento of your employees. Goog Work! 3 years ago
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  • michaelstallard Michael Stallard, Speaker, Workshop Teacher, Executive Coach, Consultant at E Pluribus Partners Zappos' culture is what I describe in my writing, speaking and teaching as a Connection Culture. It motivates employees to give their best efforts and align their behavior with organizational goals because it connects emotionally and rationally via aspects of identity, empathy and understanding. Recent Corporate Executive Board research shows that 90% of employees today are either not engaged or aligned with the business so what Zappos is doing is important. I would go as far as to say that the future evolution of corporate culture is on display today at organizations such as Zappos, HCL and Google.

    Michael Lee Stallard
    Author of Fired Up or Burned Out: How to Reignite Your Team’s Passion, Creativity and Productivity     3 years ago
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  • MediaTrust MediaTrust at MediaTrust Tony this was the best presentation at the Inc 500 awards. thank you for sharing this info. its a very important part of what we are doing at MediaTrust. technology and cultural innovation are very power full hand in hand. this is a must read by all.

    Peter Bordes
    CEO
    http://www.mediatrust.com     3 years ago
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  • jeremytai Jeremy Abbett, maker, designer, curiousity seeker at Truth Dare Double Dare Hi cristinadissat, it's true about the book. I had it 2nd day aired to me within a day after I emailed Tony Hsieh. And I live in Germany. That is respect. 4 years ago
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  • cristinadissat Cristina Dissat, journalist at DC Press great presentations. Is it true that you send the book about Zappos? I don't believe. If I ask I would receive? (dissat@gmail.com) 4 years ago
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  • kausbhar32 Kaushik Bhar, HR Professional at Chennai Petroleum Corporation Zappos' focus on the customer is an eye opener. All organizations and even departments within an organization should likewise focus on their Customers 4 years ago
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  • Russjordan2001 Russjordan2001 Excellent presentation on how to develop and maintain what I've learned to call 'delighted customers' (WAY beyond satisfied.) The challenge is how to maintain that feeling and attitude as you grow...to nurture the culture.



    ...I wonder if it can be developed in an older, manufacturing based organization???



    Anyway. Good work!     5 years ago
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