How great service transformed Zappos.com

Tony Hsieh doesn’t care if you’re passionate about shoes. To fit in at Zappos, you have to be passionate about just one thing: offering great service.


Tony Hsieh likes to call his company a customer service organisation that just happens to sell shoes, and while a large part of Zappos’ appeal is the hassle-free returns policy and the fact that 90 percent of orders arrive the following business day, an even bigger factor is that staff often go above and beyond the call of duty in order to help customers get what they want.

Here, the Zappos.com CEO talks about his attitude to leadership, why customer experience and word of mouth remains the company’s best marketing strategy, and how focusing on customer service turned this online retailer into a billion dollar business