Continuing the theme from yesterday.
I’ve written multiple times about Zappos and I’m not the only one. Any time the conversation turns to productivity, customer service, branding, leadership, staffing, etc., and chances are someone will point to Zappos.
I seriously doubt that Tony Hsieh can even spell imperial CEO, let alone act like one—his office is a cube in the middle of a lot of other cubes.
He has built Zappos around extreme customer service—only to him it’s not extreme, because he knows no other way to do business. And Zappos employees are as passionate about Zappos as Hsieh is.
During his keynote address at the CEO Summit he said that “Creating a happy workplace is crucial to building a successful company. … After looking at research on human behavior he found that happiness is about four things: perceived control, perceived progress, connectedness and vision, or in other words “being part of something bigger.””
He’s also big on using social media.
Hsieh constantly presents Zappos anywhere possible to build his brand, not talking about shoes, but about Zappos’ culture, the customers’ experience and how happy employees mean happy customers.
Companies constantly talk about the need for a ‘great customer experience’, whereas Zappos provides one.
He’s writing Delivering Happiness due out March 2010. If I was rich I’d send it to every CEO whose company can be found by searching ‘XYZ sucks’ (for example, ‘Comcast sucks’ shows 22,300 results).
Image credit: Nightline on YouTube