In this clip from the 2009 SXSW Interactive Festival, Tony Hsieh talks about the culture, dynamics and business practices that made Zappos an icon of ultimate customer service.

Tony Hsieh is SUCCESS magazine’s 2009 Achiever of the Year. Read more.

6 Responses to “Tony Hsieh of Zappos on culture”

1. DIANA PEREZ Says:
   March 18th, 2010 at 6:30 pm

   Refreshing. About time “Doing the right thing” was and is THE RIGHT THING for customer happiness (satisfaction) & retention (repeat business).

2. Crystal J. Casavant Says:
   December 15th, 2010 at 10:23 am

   Tony hit the nail right on the head when he said ‘if you get the culture right, most of the other stuff will just happen naturally’. This is one of the core values that our parents taught us when we were little – - why should our business life be run any differently than our personal life? If you build the lifelong relationship with your customers, in the same way you build the lifelong relationship with your friends/family personal and professional success is sure to follow. We should all make our #1 priority to develop our culture (at home as well as professionally). Fabulous video clip!!

3. KALPESH Says:
   December 24th, 2010 at 1:25 am

   yes very true..good one..

4. Kelly Robertson, CEO Celebrity Lipstick Says:
   January 4th, 2011 at 8:12 pm

   Wow, tony surprised me at the end… I loved the culture part, something that has never been considered first/before CS.. makes sense!

5. Ricky Powell Says:
   January 23rd, 2011 at 10:46 pm

   I listened to Tony’s audio book, Delivering Happiness, where he also spoke about this. I think it’s such an awesome concept. If more companies did this, I think there would be many more superior places to employees to work and for customers to shop and support!

6. Joe Bonura Says:
   March 9th, 2011 at 7:48 am

   Your vedios will not play on IPad.

   Thanks

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