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Tony Hsieh on "Pivot": How Zappos Risked it all to Focus on Customers

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.

Comments

487154626's picture
Jan 9, 2013 at 3:48 am Sophie197129 said:

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!

490490906's picture
Mar 27, 2013 at 7:11 pm Barbara211583 said:

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

485693660's picture
Jul 5, 2013 at 9:57 am Deyson166897 said:

Mr Tony Hsieh you are a doctor in my book. You provide happiness and valuable lessons on kindness to millions of people and what better medicine than that! Keep up the great work! :)

492634932's picture
Jul 6, 2013 at 5:23 am Bob244672 said:

Tony, you have an outstand company going. a few things to ponder if you will 1. With all the stuff on your web site I couldn't find a clear and easy way to offer a suggestion. So I am sorry for giving my two cents this way.

2. You offer helmets for sports,cool, but not motor sports IE Motorcycles. I only say this as a fellow that knows how you folks work and how, out on the web, companies who are in the business of selling motorcycle apparel fail in the delivery of said products.

I know it may not be your target consumer, but Motorcycle riders could be, we spend a great deal of time and money finding the stuff we need for the sport. Just take helmets almost a must have item for riders millions of them. And almost no brick and mortar stores to try one on for size and no inventory on hand to view or choose from. This leaves it to the WEB and Free shipping one way and slow turn arounds for size changes.And think of all the other apparel and stuff folks want to buy.

Thank you in advance for at least running it through your head and or team as I know you will because from what I seen and read about Zappos you will consider the possibility of sales and new markets. Bob Miller rider and retailer

492634932's picture
Jul 6, 2013 at 5:23 am Bob244672 said:

Tony, you have an outstand company going. a few things to ponder if you will 1. With all the stuff on your web site I couldn't find a clear and easy way to offer a suggestion. So I am sorry for giving my two cents this way.

2. You offer helmets for sports,cool, but not motor sports IE Motorcycles. I only say this as a fellow that knows how you folks work and how, out on the web, companies who are in the business of selling motorcycle apparel fail in the delivery of said products.

I know it may not be your target consumer, but Motorcycle riders could be, we spend a great deal of time and money finding the stuff we need for the sport. Just take helmets almost a must have item for riders millions of them. And almost no brick and mortar stores to try one on for size and no inventory on hand to view or choose from. This leaves it to the WEB and Free shipping one way and slow turn arounds for size changes.And think of all the other apparel and stuff folks want to buy.

Thank you in advance for at least running it through your head and or team as I know you will because from what I seen and read about Zappos you will consider the possibility of sales and new markets. Bob Miller rider and retailer

492662454's picture
Jul 8, 2013 at 5:15 am Byron244868 said:

well said.

I too wonder why there are no moto apparel pieces to be found here; especially helmets, as they are mandatory in most states.

To have the ability to try on a helmet and get the right fell is difficulty over the net, as with shoes, yet your business model seems absolutely in line and conducive to such an offering.

If the helmet I wanted was here, I'd pick it up in a second. Maybe I should tell my wife, Amber.

Thanks and keep up the good work,

Byron Dale San Diego, CA

493530743's picture
Aug 29, 2013 at 4:45 am onapthanh said:

In my city a lot of newpaper have reported that I have an outstand company going. a few things to ponder if you will on ap standa . With all the stuff on your web site I couldn't find a clear and easy way to offer a suggestion. So I am sorry for giving my two cents this way on ap lioa

497750678's picture
Feb 23, 2014 at 5:04 pm Mickey267476 said:

I just read your book, Delivering Happiness. I share your vision of spreading happiness. I am the author of Get Happy, Write Away (sold on Amazon).

You are absolutely right about passion and purpose!

I really admire your determination and endurance. If our paths ever cross, I will long remember it.

Napoleon Hill once said: "If you can't do great things, do small things in a great way."

It's the small things that mean so much. Congratulations to you and the whole Zappos team for your continued success, culture, and vision.

Mickey Maguire

501776705's picture
Jul 23, 2014 at 7:56 pm Margaret279102 said:

Tony, this is an informative video that clearly expresses Zappos determination to provide the best customer service possible while delivering quality products.

483163070's picture
Oct 6, 2014 at 2:01 am RusselCrowe said:

@zachware Can u add this as a ride option? #OutOfTheBoxLlama http://t.co/WQseuKhbrs

— Russ (@rmarcilhoo) October 5, 2014

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