The culture of Zappos

I love Zappos.  The way that they are redefining customer service is raising the bar and positively impacting how sell things and how people treat their customers.  I recently wrote a Squidoo lens on Zappos’ story.  You can see it here.
In a slideshare presentation on Zappos, they offered a book outlining their culture to anyone who asked by emailing Tony Hsieh, the CEO of Zappos and the driver behind their customer driven culture.  I sent Tony an email on Tuesday.  My email was responded to on Wednesday and the culture book arrived already today.  In the email, Tony invited me to take a tour of Zappos the next time I come to Vegas.  They even have a shuttle from the airport!

Zappos continues to overdeliver and delight their customers.   Read the email below and strive to treat your customers as well as Zappos does.

– – – – – –


Thanks for your email! We’ll be sending out the culture book to
you right away and you should be receiving it within the next few

Also, if you’d like to learn more about how we manage our culture,
customer service, marketing, training, hiring, and business in
general, check out our new “Zappos Insights” subscription service:

There are a number of free videos if you click on the “Featured
FREE articles” in the left column. You can also see a list of
books we recommend reading by clicking on the “Suggested Reading”

Next time you’re in the Las Vegas area, be sure to stop by our
offices for a tour! Our headquarters are located right next to the
airport. Tours take about an hour and are available on any weekday
(we recommend Mondays through Thursdays when there are more people
in the office), and we have a free Zappos shuttle service that can
pick you up from the airport or your hotel and then drop you off
afterwards. To schedule a tour, just email Jerry Tidmore at:

Hope you enjoy the culture book, and please let me know if there’s
anything else I can do for you!

Tony Hsieh

Inside Zappos at
Follow me at

24 thoughts on “The culture of Zappos”

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