Tony Hsieh Contemporary Leader

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Tony Hsieh, CEO, Zappos.com Zappos is an online shoe and merchandise retailer that grew from a startup company in a San Francisco apartment to become a billion dollar company within a decade, while also being consistently ranked as one of the top companies to work for the past five (5) years. Zappos has 1,243 employees and had revenue of $2.2 billion in 2011. While the company cut 1,670 jobs in 2011, there was no voluntary turnover and more than 46,000 job applicants. (Vellota, 2013) This was accomplished by making good business decisions and adhering to a set of core values that everyone is expected to commit to. Amazon acquired Zappos in 2009 for $920 million, yet, it continues to operate independently to maintain their unique…show more content…
(Hsieh, 2010) Zappos’ success is largely attributable to its unique focus on customer service; however, Tony Hsieh’s primary focus and top priority is company culture. (King, 2011) It is Hsieh’s philosophy that if they “got the culture right, then building our brand to be about the best customer service would happen naturally on its own.” (Hsieh, 2010) On the topic of customer service, Hsieh believes that “customer service shouldn’t be just a department. It should be the entire company.” (King, 2011) Zappos defines the core values from which they develop their culture, their brand, and their business strategies. The ten core values that Zappos live by are: (Hsieh, 2010) 1. Deliver WOW through service - doing something that is beyond what is expected and that has an emotional impact on the receiver. 2. Embrace and Drive Change - embracing change enthusiastically and perhaps even more importantly, to encourage and drive it. 3. Create Fun and A Little Weirdness - encouraging weirdness is to encourage people to think outside the box and be more innovative. When you combine a little weirdness with making sure everyone is also having fun at work, it ends up being a win-win for everyone. Zappos employees are more engaged in the work that they do and the company as a whole becomes more innovative. 4. Be Adventurous, Creative, and Open-Minded – wanting people to
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