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The Best Service in the World

A Conversation with Tony Hsieh, CEO of Zappos

By John David Mann

Tony Hsieh joined Zappos in 1999, just three months after the company started. Within a few years, they had developed a company culture focused on ensuring that every customer interaction results in the customer saying, “That was the best customer service I have ever had.” Building a huge word-of-mouth reputation among their legion of devoted customers, Zappos grew from an idea to over $1 billion in annual gross sales. Today Tony runs a billion-dollar empire that has the culture and feel of a mom-and-pop store, where good things are always happening and business is always fun.

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