Zappos CEO – It’s all about Happiness

Tony Hsieh, CEE of Zappos, gave an opening Keynote at Tiecon 2009. It was a refreshing start for a long day at the conference. He attributed that the magic sauce behind the great success of his company are:

1. Company Culture 
2. Customer Service 

He talked about how he tries to have a company culture where every employee is treated as a friend. In fact, the hiring process has a mandatory Cultural Fit interview conducted by the HR which needs to be passed apart from the technical interview conducted by the relevant department. All new hires go though a 5 week training where they are taught about the company’s history and customer service. The customer service representatives are encouraged to have a bonding with their customers and often create a ‘WOW’ factor by helping them and often surprising them with a Free overnight delivery. It’s all about making your employees happy who in turn make your customers happy. I definitely recommend going over his PowerPoint embedded below :

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