We're Starting A Movement...

I get asked by a lot of people outside of Zappos why I'm still here, because so many entrepreneurs leave the company not long after an acquisition.

One of the big reasons is because what we're doing isn't just about making Zappos customers, employees, and vendors happy. What we're doing is a lot more important. It's about starting a movement and changing the world by inspiring and helping other companies to focus more on culture, core values, customer experience, passion, and purpose -- all without losing sight of financial goals. We're starting a movement -- and that's part of the reason why we launched Zappos Insights (www.zapposinsights.com).

I now get emails every day from people that tell me they've made changes to their companies and/or personal lives because of what we do at Zappos. For example, I just received an email today from the CEO of LivePerson, which currently has over 400 employees... See his email below and be sure to watch the video!

Thank you everyone for your role in delivering happiness to the world!

 

Tony,

I started LivePerson 15 years ago and we now have over 400 people and growing. I set out over a year ago to really understand what makes great companies great and took a look at Gore, Google, Four Season, and Zappos.

I was fortunate enough to visit your HQ in Las Vegas and take the tour and have lunch with you. It really opened my eyes to how a great culture drives being a great company.

We had an all company meeting a few weeks back and Zappos was mentioned in many conversations and inspires us to live our core values of "Be an Owner" and "Help Others". I know in order to be like Zappos, we have more months/years to go, but you and your people are truly an inspiration to all of us who want to take the risk of being different and great.

Enclosed is the link to a video we did to chronicle our three days. I hope you will share it with others, you guys are a part of it!!!

                        

Super Thanks,

Rob

 

Tony,
I started LivePerson 15 years ago and we now have over 400 people and
growing. I set out over a year ago to really understand what makes great
companies great and took a look at Gore, Google, Four Season, and Zappos.
I was fortunate enough to visit your HQ in Las Vegas and take the tour and
have lunch with you.  It really opened my eyes to how a great culture
drives being a great company.
We had an all company meeting a few weeks back and Zappos was mentioned in
many conversations and inspires us to live our core values of "Be an
Owner" and "Help Others". I know in order to be like Zappos, we have more
months/years to go, but you and your people are truly an inspiration to
all of us who want to take the risk of being different and great.
Enclosed is the link to a video we did to chronicle our three days. I hope
you will share it with others, you guys are a part of it!!!
http://www.youtube.com/watch?v=8W8SA3mbAC4
Super Thanks,
RobTony

 

Tony,

 

I started LivePerson 15 years ago and we now have over 400 people and

growing. I set out over a year ago to really understand what makes great

companies great and took a look at Gore, Google, Four Season, and Zappos.

 

I was fortunate enough to visit your HQ in Las Vegas and take the tour and

have lunch with you. It really opened my eyes to how a great culture

drives being a great company.

 

We had an all company meeting a few weeks back and Zappos was mentioned in

many conversations and inspires us to live our core values of "Be an

Owner" and "Help Others". I know in order to be like Zappos, we have more

months/years to go, but you and your people are truly an inspiration to

all of us who want to take the risk of being different and great.

 

Enclosed is the link to a video we did to chronicle our three days. I hope

you will share it with others, you guys are a part of it!!!

 

http://www.youtube.com/watch?v=8W8SA3mbAC4

 

Super Thanks,

Rob

Comments

469382601's picture
Apr 8, 2010 at 3:46 pm espree said:

It's so cool what you are doing re-infusing passion into the American workforce so that it means something of value and long lasting to be a part of a large corporation again.

468680451's picture
Apr 8, 2010 at 5:10 pm K9Cuisine said:

Hi Tony - Thank you for your post and sticking around Zappos. You truly are an inspiration to me and what I want my company to be. The concept of values and helping people is so simple but fundamentally good. The important thing is you live it.

Thanks again, Anthony Holloway CEO K9Cuisine.com

45377350's picture
Apr 9, 2010 at 10:11 pm ZC48563 said:

Hi Tony: I have to admit that I was a little nervous when Zappos sold. I even wrote and told you that. However, I am here to tell you that I had no reason to be nervous. I have placed two orders since the sale and I could not be happier. Same excellent service I was use to.

I was so upset when you sold because I can't even begin to tell you how many folks I "sold" on Zappos. I was a great marketing tool for you. Whenever I was placed on hold or treated like a nusance I told the person on the other end of the phone about Zappos. "You don't have a clue what customer service is, check out Zappos"...lol

Thanks Tony

472817591's picture
Apr 13, 2010 at 10:18 pm MichelleH6486 said:

Your company Zappos is the worst and most unprofessional company I have ever worked with. I charged something in March, returned something in March with credit appearing on my zappos "account" (whatever that is), and in April began dealing with my credit card about unrelated fraud activity. The Chase credit card is still somewhat open, to deal with the fraud.

On an unrelated matter, I call Zappos to ask about the $95 credit and see if I can get it refunded to a different card due to the fraud situation.

1. Zappos CS rep says no, we must refund the original card, if the card closes in the meantime, you can call your bank, explain the situation and deal with it there. I say "really that seems very unprofessional, if a card is suspect of fraud and possible closure you are actually suggesting that I receive a REFUND on that card and deal with the bank?" Zappos CS rep: YES.

2. At the same time, I sent a chat to Zappos over the weekend with the same question and received this feedback on Monday,

From: Michelle > Message:I have $95 on store credit can I get that returned in some way? Your eco drive watches are way more than Amazon and thats what I want to buy.

Hi Michelle,

Thank you for contacting the Zappos.com Customer Loyalty Team.

Our apologies for missing your Chat request and for the delay in responding to your email.

I've applied the $95.00 store credit back to your Visa card. Please allow 2-10 business days for it to reflect onto that bank account. If there is anything else we can help you with, please let us know. Have an awesome day! ===================== AT NO POINT DID I REQUEST A REFUND ON A 45 DAY OLD PURCHASE. THE REP MADE NO CONTACT WITH ME WHATSOEVER. THIS CREATED A DIFFICULT SITUATION FOR THIS CARD AND THE BANK.

Later, after calling and waiting 40 minutes for the phone at Zappos customer service dept which appears to be full of screaming teenagers yelling words like "AWESOME!" constantly,

Hello Michelle,

Thank you for contacting the Zappos.com Customer Loyalty Team.

I hope you are having a wonderful day! We sincerely apologize for any inconvenience this has caused. I see that you called in and were speaking with one of leads, Lauren. Your refund has already been issued back to your credit card and we were unable to void it at that point. However, if your credit card company has given you a new account number, this refund will appear on that new account. ===================================

I will be following up with my credit cards to discuss this unprofessional approach to your individual customer's credit. I am not interested in YOUR ASSESSMENT of what a credit card company should do when a fraud situation occurs. In my opinion, your company should be fined excessively for this abuse of credit laws.

472817591's picture
Apr 13, 2010 at 10:30 pm MichelleH6486 said:

Oh Geez, other posters, I was a very early Amazon employee. Zappos is not in the same league from an engineering perspective vs. Amazon. Amazon only bought Zappos for their market share. I suspect this brand ceases to exist in a few years.

467508896's picture
Apr 13, 2010 at 10:50 pm ZC15532 said:

I don't think Amazon has better customer service than Zappos. I had a bad experince with Amazon. The reason I still shop at Amazon is the lower price. I had a tour at Zappos last year, I was very impressed with their happy employee.

473394957's picture
Apr 21, 2010 at 7:56 am MrL6810 said:

sports shoes

473538788's picture
May 3, 2010 at 8:53 am handb7727 said:

............................ Im Latin, a really dark one too and my gf is as white as snow. She gets sun burned and I dont, She has a very small family, I have a gigantic family, She likes bread with dinner, I like tortillas, She can be drama once in a while, I can be short sided, She prefers patatos and I prefer rice. It makes life interesting. http://www.mbtshoesale.net/christian-louboutin-boots-c-1471.html http://www.handbagsonlinesale.com/balenciaga-handbags-c-1275.html

473538788's picture
May 3, 2010 at 8:54 am handb7727 said:

I personally have embraced the new technologies and the CMS platforms, I think the new tools only make the web designs better. I am glad that new technologies are coming out in web design that make things easier, improved, and better looking for design.

473561970's picture
May 5, 2010 at 9:42 am sally wong said:

Hi,Tony,

Learned from the history of ZAPPOS,I like ZAPPOS's philosophy very much!

We are one of men's shoes suppliers of china,with the office in GuangZhou.we are in the sincerely hope of establishing men's shoes business relations with you. But the details of markrting department is not display.

Though there were thousands reasons we couldn't cooperate.I will try my best to get opportunities.

Could you please advise the contact details of your Buyers?

Super Thanks,

sally

472708995's picture
May 5, 2010 at 9:16 pm RebeccaB7902 said:

WOW!!! I've heard it said that "imitation is the sincerest form of flattery". 'Nuff said!!! :) Becky

472708995's picture
May 5, 2010 at 9:29 pm RebeccaB7902 said:

Oh, for Pete SAKE!!! Get OVER yourself!!! They apologised, which is FAR more than ANY other company would have done, AND- they did their BEST to make it right!!! I suspect, that you are just irritated that, while EVERYTHING seems HORRID in your life, right now, you had to speak to HAPPY, EAGER-to-PLEASE people!! How DARE they enjoy their WORK! The fact that they are HAPPY, and yelling things like "AWESOME", is in NO WAY, at all, UNPROFESSIONAL!!! I THINK THAT THE FACT THAT THEY WERE NOT ONLY ABLE TO KEEP THEIR COOL WITH YOU, but- TO RESPOND IN A POSITIVE ,HELPFUL MANNER, IS NOTHING SHORT OF..........AMAZING!!! GIVE CREDIT WHERE CREDIT IS DUE!!!! ZAPPOS!!!!!! :)

472708995's picture
May 5, 2010 at 9:29 pm RebeccaB7902 said:

Oh, for Pete SAKE!!! Get OVER yourself!!! They apologised, which is FAR more than ANY other company would have done, AND- they did their BEST to make it right!!! I suspect, that you are just irritated that, while EVERYTHING seems HORRID in your life, right now, you had to speak to HAPPY, EAGER-to-PLEASE people!! How DARE they enjoy their WORK! The fact that they are HAPPY, and yelling things like "AWESOME", is in NO WAY, at all, UNPROFESSIONAL!!! I THINK THAT THE FACT THAT THEY WERE NOT ONLY ABLE TO KEEP THEIR COOL WITH YOU, but- TO RESPOND IN A POSITIVE ,HELPFUL MANNER, IS NOTHING SHORT OF..........AMAZING!!! GIVE CREDIT WHERE CREDIT IS DUE!!!! ZAPPOS!!!!!! :)

473630697's picture
May 12, 2010 at 6:14 am MicahP8463 said:

Tony how would I go about speaking to someone at your company about a product idea. All I need is someone just to look at an email. Please give me this opportunity.

473678081's picture
May 17, 2010 at 7:06 am AngeloZ8795 said:

Dear Tony,

I from China, my name is Angelo.

You are my idol. Now,I have a project, hope to get in touch with you.

Best regards,

Angelo

473858204's picture
Jun 5, 2010 at 12:06 am HuntingBigfoot said:

Hello Tony,

If by any chance you read this, I wanted to contact you to let you know what an amazing potential employee you are missing out on and why. I am hoping you will see what a fine Zappos family member and teammate Zappos has passed up. It is the why that truly blows my mind. Not once have I ever not passed a background check and we didn't even get that far...So much for honesty and integrity! :P ________________________________________________________ Hi ~inset name~,

Thank you so much for giving us the opportunity to consider you for our Customer Loyalty Team Representative position at Zappos. I wish I had better news for you, but unfortunately the conviction you listed on your application does not fall within our criminal conviction policy, and we cannot move forward with your candidacy.

I really appreciate the time you took to apply and know how time consuming and stressful a job search can be. I wish you the best in the other opportunities you are pursuing.

Respectfully,

Katrina ~Insert name~ The Zappos Family Recruiting Team _____________________________________________________ Now HERE is why I was arrested 13 almost 14 years ago. Yes well over a decade...

Hi ~Insert name~,

I am assuming this is the shoplifting charge from 13-14 years ago? That is such a shame. I went through some major postpartum depression after the birth of my daughter. It was actually because of this charge that I was diagnosed and it probably saved my life. At the time I was very ill and unstable. I can not regret the thing that helped the doctors to catch how depressed I was after the birth of my child. Such a shame that something that saved my life fourteen years ago is now keeping me from working for the company I so passionately want to work for now. I guess I just have to trust that it is all for the best in the long run. Let me know if there is ever a policy change. I am still quite sure I would be a wonderful fit for the Zappos family!

Thank you for your time and consideration. I wish you nothing but the best!

~Inset name~

______________________________________________________

I am a real go getter, I am passionate, driven, committed, honest, a top producer in anything I do, a team player, outgoing, corky, funny, well respected, dedicated to my clients and guests, and yes, a risk taker if the risk is worth it. I can't help but be completely disappointed in being turned away do to the hormonal reaction of postpartum depression after child birth almost 14 years ago and actions that resulted in it. I got a DUI as well when I was 23, yes. That was a mistake and I learned a very valuable lesson. But the shoplifting charge at 21, the same thing that saved my life is suddenly a road block? Both of these things happened well over a decade ago. I have learned, grown, evolved, in fact? I am a pretty great person and known as a top notch employee. Just ask them! :P

So no, I don't regret what I have done, as it has made me who I am today. I am proud of who I am, what I have to offer others, and have learned a lot along the way. I am just saddened and disappointed that in the 12-14 years, it was Zappos, the one company I wanted to work for the most, the one that stood for and represented my own core values; be the one that shut me out without even a thought. Who would of thunk?

The answer was already no to any future employment with you folks, so I have nothing to lose. Just wanted to let you know what an ubber fantastic chika you guys are missing out on, and possibly hold the mirror up so you might take a look at how perhaps somethings may not be working as well as they could...maybe even going a little against your own philosophy.

That's OK, I still got nothing but love for you folks and I totally respect and dig your commitment to your customers! I still love what you are working to create and perhaps I can find a company that is working to mirror you folks...other than this one silly little issue and I can get on board with them. Who knows what the future holds. Guess I just get to trust and move on. But again, thank you for all you are doing to change the face of corporate America! You rock!

~Singed Bigfoot~

473858204's picture
Jun 5, 2010 at 12:41 am HuntingBigfoot said:

Tony, should we stop your career for the things that you did when you were 21? I would even be willing to bet you didn't have postpartum desperation at the time either. Hehehehe

But let's take that out of the mix. Let's just say, regardless of all of your accomplishments, all of you hard work, all of your growth into the man that you are today, all of your character references, all of the good that you have done...we find out that you did something naughty when you were 21 and roadblock you.

No ands, ifs, or buts, about it. We "the company" just straight up stonewall you.

Look, forget about me, but you guys really should take a look at that policy. I bet you guys have missed out on a few wonderful people and all you had to do was ask them what happened and check their references to really get the facts. Just saying...

OK I shall leave you to it. Good luck,I am so down with your vision, what you have been and are working to achieve. I give you mad props and wish you nothing but the best!

I will leave you with my theme song, Unbreakable. ENJOY! http://www.youtube.com/watch?v=umVl0Mb7CsU&feature=player_embedded

473885930's picture
Jun 7, 2010 at 1:22 am SamSongAuthor said:

To deliver happiness to the world, it could be the first basic step to build up each person's happiness by balanced exercises, food, and views.

473889599's picture
Jun 7, 2010 at 2:05 pm JimB10342 said:

Another, smaller company with similar ideas is Gravity Payments based in Seattle.

http://www.gravitypayments.com/

I discovered these guys when they won the business plan competition at the U-W a few years back. Better service means less churn means lower costs. Wash, rinse, repeat. They provide service, transparency and "no surprises", which is huge for the small businesses they serve. It's a relationship, not a transaction. More here:

http://trustedadvisor.com/trustmatters/158/Trusted-Transactions-Credit-C...

You'd like Charles Green's blog & books in general, I think. Same mindset.

473972485's picture
Jun 15, 2010 at 1:25 pm Benharris said:

Hi Tony,

My name's Ben Harris. I've long admired the culture you've helped create at Zappo's (especially the "create fun and a little weirdness" part...), and while I'm reading your book, it strikes me we have a lot to talk about. Specifically, these quotes:

“There were the follow-up questions: What is success? What is happiness? What am I working toward?”

-and-

"I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.”

I'm the co-founder of a startup called Hobnob that helps students find and follow their life's work... not (just) through an online platform, but with a real-world network of grassroot career clubs on school campuses (a la "The Starfish and the Spider"). We use a volunteer-driven model because we want to make involvement as inexpensive as possible, and a centralized model that relies on career "experts" can never achieve this.

These Hobnob Chapters help students zero in on their passions, talents, and values to build a compass for life decisions. Then they learn how to meet relevant professionals to help them explore their fields of interest and how to get and make the most of their internships. These three steps -- introspection, investigation, and internship -- are designed to start a revolution that helps students everywhere figure out, "What do I want to do with my life?"

We started Hobnob not to get rich (although we hope to do that!), but to impact as many lives as possible in a way that ripples through the world.

I would be honored and excited if you'd be willing to take a little bit of time with us over the phone or over coffee. Both myself and the other co-founder are obsessed with culture, and you're the expert. We'd also be interested to get your overall thoughts on our model.

I really hope to hear from you. You're a rockstar, and it would rock my fanboy world to learn from your feedback.

Thanks!

474321926's picture
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470763451's picture
Sep 10, 2011 at 8:07 am JessicaK70649 said:

Hello, our company is holding a conference soon and i need a really good theme to get the leaders focused on customer service and changing the culture - I really like an idea of "Imagine it's you" or "Be the difference" Any ideas?

482754585's picture
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482754585's picture
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