CBS News recently ran a story and a vdo interview of Tony Hsieh (Zappos' CEO). Here is the link to the article.The bottom line is Zappos focuses on delivering happiness to customers, employees, and hopefully investors. Can they actually do that? Apparently so. I am an occasional Zappos' customer. I always had a pleasant experience with Zappos when I called their customer service. Zappos does not believe in outsourcing its call center. The call center is in Las Vegas. It does not have a script to talk to customers either. It also does not have time limit on customer calls.
The question is can every company follows this practice? Tony Hsieh thinks so. He has a book out this year. Here is the link to the book sold on amazon.com.
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