Customer service reps were encouraged to stay on the phone with customers for as long as needed. One legendary call lasted over 10 hours.
They offered free shipping both ways for a full year, shifting all the risk of online shopping from the consumer to the company. zappos com
The deep story of Zappos is ultimately inseparable from the tragedy of Tony Hsieh. The man who dedicated his entire life to architecting the happiness of thousands of employees and millions of customers struggled to secure his own. Customer service reps were encouraged to stay on
It was an unsustainable illusion, but it proved something vital: people craved the convenience of digital retail, but they feared buying things that required a physical feel. 💡 The Soul: Tony Hsieh and "Delivering Happiness" The deep story of Zappos is ultimately inseparable
Enter Tony Hsieh, a young entrepreneur who had recently sold his first company for hundreds of millions of dollars. Hsieh didn't just invest in Zappos; he eventually became its CEO and defined its entire spiritual architecture.
To ensure only the most dedicated stayed, Zappos famously offered new hires thousands of dollars to quit after their training period.
Hsieh's philosophy was captured in his best-selling manifesto, Delivering Happiness . He believed that corporate culture was the brand, and if you got the culture right, everything else—like great customer service and profits—would naturally follow. 🏢 The Holacracy: The Quest for Perfect Freedom