Inside Zappos: A Culture of Customer Service

Tony Hsieh, the CEO of Zappos, uses this tutorial to explain the components that go into his company’s core value of customer service. Hsieh’s strategies include free shipping, a 365-day return policy, a call center that operates at all hours, and clear and visible contact information. Hsieh says that Zappos is building a brand based on personal interaction. He cautions other companies to avoid upselling, call scripts, and call-time restrictions and recommends that businesses balance revenue against customer satisfaction by putting the customers’ needs first, even if it means sending them to a competitor.