Creating a Thriving Company Culture with Zappos CEO, Tony Hsieh
Joe Polish interviews Zappos CEO, Tony Hsieh
About Tony Hsieh:
In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined us as an advisor and investor, and eventually became CEO, where he helped us grow from almost no sales to over $1 billion in gross merchandise sales annually, while simultaneously making Fortune magazines annual Best Companies to Work For list. In November 2009, Zappos.com, Inc. was acquired by Amazon.com in a deal valued at $1.2 billion on the day of closing.
- Personal and Emotional Connection (PEC): Customer Service is more about an attitude and the ability to help a customer and go above and beyond.
- The long-term vision & values are dictated from the top, but then, most of the decision making comes from the frontline employees, because they’re the ones that are closest to the customers anyway.
- “How can we create that environment and what processes can we have where employees feel like they not only have permission but are encouraged to just be themselves and let their true individuality and creativity shine?”
- Definition of ‘Brand’: A shortcut to an emotion or a set of emotions. Consumers/customers are in control of your brand.
- Hire for Culture: “We have these 10 core values, and we want people that basically have the same personal core values.”