Our very own Tony Hsieh was recently featured on the "Pivot" series on A TOTAL DISRUPTION, two-time Sundance-winning director Ondi Timoner's YouTube channel that provides business and tech insights from the innovators defining our future.
In this video, Tony discusses how Zappos' pivot to focus on customer service and company culture has paid off—for both customers AND employees.
My name is Barbara Aubry and I had a very unsuccessful experience with your company the first of this month and have been waiting for a shipping label for almost of this month. Today I spoke to Lauren with Team Lead and she was very helpful with the problem I was having. If you speak to her she will explain to you just what happened. She was very courteous, polite and respectful. She is an asset to your company and should be complimented for the work she is doing for you. Again I thank you and please assure me that you will talk with her. Thank you Ms. Barbara Aubry 2801 Dover Ave #518 Fairfield, Ca. 94533 707-429-9819
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I am a small business owner who does not have a lot of time to source out her wardrobe so started using Zappos. I know customer service is about, well, customer service. Having worked for two high end furniture companies before starting my own business, Zappos has taught me how it REALLY works!
The CEO's philosophy is amazingly 'right on'.......I hope my customers have the confidence in me that I have in Zappos.
Sophie Hamilton Owner Posh Pooch Edmonds WA
PS your telephonist, Anna, was quite up to the mark!