Zappos Is About Happy
by Miki SaxonThe New Yorker has a fantastic story on Zappos. I’ve written about Zappos several times previously and I have to say this is one of the best profiles I’ve seen.
“Tony Hsieh, has earned a zealous following by imposing an ethos of live human connection on the chilly, anonymous bazaar of the Internet. He talks about being the architect of a movement to spread happiness, or “Zappiness,” via three “C”s: clothing, customer service, and company culture.
“Eventually, we’ll figure out a way of spreading that knowledge to the world in general, and that has nothing to do with selling shoes online.”
There has been much talk about what will happen to the Zappos culture and its all important focus on happy since it was acquired by Amazon. The culture was even considered important enough that the issue was addressed in an SEC filing—”Amazon vowed to leave Zappos’s management structure intact.”
Hsieh was already rich when he joined Zappos after selling his first company to Microsoft; he had a simple focus…
“What kind of company can we create where we all want to be there, including me? How can we create such a great environment, where employees get so much out of it that they would do it for free?”
Anyone who has seen Hsieh knows he isn’t a fashion icon; everything he wears is no name, moreover he has no interest, “I much prefer experiences to stuff.”
And that is what Zappos really sells, the intimate experience of a leisurely conversation on the phone with a person who is happy to hear from you, doesn’t multitask while talking or rush you because she has to do something else (the current record-holding call went on for five hours, twenty-five minutes, and thirty-one seconds) and, by the way, you get a pair or more of shoes with it.
The article is a fascinating and intimate look at Hsieh and Zappos; I hope you’ll take time to read it.
Image credit: Zappos
