They offered free shipping both ways for a full year, shifting all the risk of online shopping from the consumer to the company.
The deep story of Zappos is ultimately inseparable from the tragedy of Tony Hsieh. The man who dedicated his entire life to architecting the happiness of thousands of employees and millions of customers struggled to secure his own. zappos com
But Hsieh didn't want to stop at selling shoes. In 2013, he moved Zappos headquarters to downtown Las Vegas, attempting to revitalize the entire city grid. Internally, he implemented —a radical self-management system that completely eliminated bosses and traditional corporate hierarchies. They offered free shipping both ways for a
Customer service reps were encouraged to stay on the phone with customers for as long as needed. One legendary call lasted over 10 hours. But Hsieh didn't want to stop at selling shoes
Hsieh's philosophy was captured in his best-selling manifesto, Delivering Happiness . He believed that corporate culture was the brand, and if you got the culture right, everything else—like great customer service and profits—would naturally follow. 🏢 The Holacracy: The Quest for Perfect Freedom
Hsieh realized that to survive, Zappos could not just be a site that sold shoes. He decided that Zappos would be a He instituted radical policies that baffled traditional retailers: