How Zappos Creates Happy Customers and Employees

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Tony Hsieh, CEO and founder, shares his insights and practices.

In business, happiness is often seen as a result of profits, not a driver. What happens when this dynamic is reversed and happiness becomes the first line of business? In the case of Zappos, the result is a multi-billion dollar on-line sales company known best for their customer service, free shipping and 365-day return policy. Speaking at the 2011 Great Place to Work^® Conference, Tony Hsieh, CEO and founder, shared the philosophies and practices that drive his company’s culture, and how it fuels their success.

"A company’s culture and a company’s brand are really just two sides of the same coin.” — Tony Hsieh, CEO and Founder, Zappos

This article shares highlights of the philosophies and practices that has helped this Las Vegas-based company deliver “Wow” experiences for customers and create an avid following of customers.

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Marcus Erb