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.
zappos_logo
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.

– – – – – –

Clay,

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
days.

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:

http://www.zapposinsights.com/

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”
link.

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:
jtidmore@zappos.com

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

—————
Tony Hsieh
tony@zappos.com

Inside Zappos at http://blogs.zappos.com
Follow me at http://twitter.com/zappos

24 thoughts on “The culture of Zappos”

  1. Please let me know if you’re looking for a article author for your blog.
    You have some really great articles and I feel I would be a good asset.
    If you ever want to take some of the load
    off, I’d really like to write some content for your blog in exchange for a link back to mine.
    Please shoot me an e-mail if interested. Regards!

  2. One very simple thing to do is to make a switch of all the oils in your truck to synthetic lubricants.
    com, argues that “the trouble with all the news about the North Pacific Trash Gyre ‘ and I do mean all of it ‘ is that it stems from a single source: the Algalita Foundation. I think I’d rather spend 12-20 minutes a day working out my muscles then to spend 3 to 48 hours in the emergency room taking injections of god knows what.

  3. While searching, you will come across a number of companies offering such services.
    Another reason that hiring only licensed HVAC contractors is important
    is it shows they are trained and have sufficient technical knowledge that meet industry standards.
    There are also certain standards that need to be met with care and responsibility.

    1. What I learned was that the shoe I was loiokng at came in a v1, v2, and v3 (or something like that).a0 I thought those were editions of the shoe and the v3 was therefore the newest.a0 Wrong.a0 Apparently those numbers correspond to support and the higher the number, the more supportive.a0 Of course the first shoe I tried was pretty and also a v1.a0 It was uncomfortable!a0 For some reason I then tried on a racing shoe.a0 When will I learn?a0 Lastly I was given the v5 and for the first time all day, it was comfortable!a0 Since they were on sale for $60 i figured it was a pretty low risk chance to take, so I went with it. This photo doesn’t even show how bright they are.Source

    2. Chip and John are exactly on tgaert about creating customer intimacy by building upon one interaction at a time to create a long term customer relationships. And, it also critical that companies realize how important it is to make sure that first impression for the first interaction leaves such a memorable experience that customers want to engage with the same associate or company again.

    3. Adam I couldn’t agree more! it was down for hours last night, and I often get error maseegss. You would think they would have started making some changes already!

  4. These tiny components can damage easily if a large amount of
    current passes through them. They offer competitive salary, excellent benefits, outstanding bonuses, and a fast
    track for advancement. Check out for great tips for choosing
    a manufacturer of printed circuit boards, right now.

    1. Динара:Подскажите пожалуйста в чем ошибка. СпасибоPlease Verify Your Shipping And Payment InformationPlease fix the following erorrsOops! There seems to be a problem. Please double-check your billing information. If it is correct, please contact your financial institution for further assistance. Thank you!Your Shipping AddressDinara Abdrashitova701 Ashland Ave, BWW-Lettershop Ste 9999Folcraft, PA 19032-2008 Add a new shipping addressYour Shipping OptionsAll shipping options are based on a flat rate regardless of the order size. We ship to all US States, Territories, and Military addresses. Standard Shipping (5-10 business days) FREE! USPS Shipping (5-10 business days) FREE! 2-Business Day Shipping $15.00 1-Business Day Shipping $25.00

    2. For me? I don’t really think so that Age gives an Impact to your bnieusss It depends on the bnieusss owner how he/she handle the bnieusss There are bnieusss owners at the young age become millionaire and there are older guys that did too So Age doesn’t really matter when it comes to bnieusss as long as your good on the field you chose

    1. Вадим:Роман я написал в почтовую службу UPS письмо с просьбой изменить адрес.Они прислали ответ на английском.Можете объяснить что они пишут.: SubjectReceiving a Package / Delivery Change Residence Response (Helen Z.)08/09/2013 09:16 PMDear UPS Customer, Thank you for your e-mail. I have checked the stuats of your shipment in our tracking system. Our records indicate that your shipment was delivered on 07/09/13 at 8:46 AM to the following address: 700 CARPENTERS XINGFOLCROFT PA 19032 Your shipment was signed for by the following individual: MOUCH Please contact us if you need any additional assistance. Helen Z.UPS Customer ServiceUPS now has a new app that lets you Track, Ship, Find Locations and obtain rate quotes directly from your smartphone. Go to my.ups.com or visit ups.com to learn about Apple and BlackBerry device-specific applications. CustomerBy Email08/09/2013 05:17 AMYour Name: ????? ?????Your E-mail Address: Support Category: Receiving a PackageSupport Topic: Delivery ChangeAre you the : ResidenceYour Telephone: +79219556230Tracking Number(s): 1ZA769F50306651526Ship To AddressCompany or Name: ????? ?????Contact:Address Line 1: 701 Ashland AveAddress Line 2: ???-????????? Ste 9999Address Line 3:City: FolcroftState: PennsylvaniaZIP Code: 19032-2008Telephone: 7345166594Ext.:Country: United StatesNew Delivery AddressCompany or Name: ????? KhutroContact:Address Line 1: 700 ???????? ???????????Address Line 2: ??? Ste 177655Address Line 3:City: FolcrofState: PennsylvaniaZIP Code: 19032-2011Telephone: 7345166594Ext.:Country: United StatesWhat is your question or comment? ? ??????????? ??????? ???? ????? ? ???.? ?????? ?? ???? ??? ???????? ???? 2 ???????.????????.?????? ??????? ?????????? ?????. [—001:001396:61518—] Быстрый ответ Ответить всем ПереслатьНапишите здесь ваш ответ

    2. Ah FINALLY!!!!! a0 I have found a marketing cuaoelgle (you) who agrees with me on this. a0I have had so many clients try to use focus groups for product development when their intent and part of their brand messaging is to be innovative and as you know, your practices and approaches do impact your brand and image! a0:)

  5. It can also be important to note that you have two types’ internal and external.
    Hemorrhoids are inflamed varicose veins of the anus and inside rectum.
    Apart from the natural method here is the mist clinically recommended method.
    Parents should also be on the look out for signs of adolescent hemorrhoids.
    Hot spices for example chili peppers contain different health benefits for example excellent antioxidants and rich in vitamins.

    1. We’ll see strange as it may seem my siginng the papers is just one more step in a long line of steps. It’s like getting in cold water: you go deeper, you wait to adjust, you take another step Signing the papers is probably like getting my balls in the cold water. That’s one of the harder parts, as I’m sure you’d know, my dear. But I might still run out screaming before taking the final plunge No matter, this year _is_ a fresh start. Leaving Zappos and more importantly the whole career mindset behind is where it’s at. That’s the most comforting and crippling thing in my life anyways, and I’ve already taken the plunge on that one

  6. Please visit for your FREE report: “7 Tips To Web Positioning” and lots of Internet marketing
    information. The cost-free publicity offered can only
    result in a rise your site visitors. SEM methods include Search engine optimisation,
    PPC, and Paid inclusion.

  7. Hi there! This post couldn’t be written any better!

    Reading this post reminds me of my old room mate! He always kept chatting about this.
    I will forward this page to him. Fairly certain he will have a good
    read. Many thanks for sharing!

  8. Amazing! This blog looks exactly like my old one! It’s on a entirely different topic
    but it has pretty much the same page layout and design. Superb choice of colors!

  9. An outstanding share! I’ve just forwarded this
    onto a coworker who had been doing a little homework on this.
    And he in fact ordered me dinner due to the fact that I found it for him…
    lol. So allow me to reword this…. Thanks for the meal!!
    But yeah, thanx for spending the time to talk about this topic here on your blog.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>