A very few companies have used customer services as a strategic tool to build solid businesses. Zapoos.com is a leader in this filed. Tony Hsieh is a true evangelist of customer service
Tony originally got involved with Zappos as an advisor and investor in 1999, about 2 months after the company was founded. Over time, Tony ended up spending more and more time with the company because it was both the most fun and the most promising out of all the companies that he was involved with. He eventually joined Zappos full time in 2000. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to $840M in 2007 by focusing relentlessly on customer service.
Tony focuses on continuing to grow the business at a rapid pace while maintaining the culture and feel of a small company. Prior to joining Zappos, Tony co-founded Venture Frogs with Alfred Lin. Venture Frogs is an incubator and investment firm that invested in Internet startups, including Ask Jeeves, Tellme Networks, and of course, Zappos.com. Prior to Venture Frogs, Tony co-founded LinkExchange, an advertising network that was successfully sold to Microsoft for $265M in 1998.
I got ten minutes to interview him and as I did I recorded the conversation. As you listen to this recording you will understand the need of a good culture in your company. The best practices you need to build a protect a your brand.
The best practices that zapoos use to hire the right people. The role of practices and polices in building a culturally sound business and most
importantly why the you have to be extra careful in hiring your first five employees.
I am sure you will like this interview and If you did? Please leave your comment for me.