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Zappos: How to deliver Profits, Passion and Purpose May 25, 2010

Posted by utehagen in Marketing 101, On line Marketing success, Understanding Customers, Your personal success.
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Sounds impossible?

Well, it isn’t and Tony Hsieh has proven it with ZAPPOS by creating a $1.2 Billion business from scratch. Many of you may have heard about Zappos and others may say “who?” Tony has written a book about his experience that will start shipping on June 7th, 2010. He has also teamed up with others to create the “deliver happiness” movement.

Sounds slightly weird? Well, that’s what Tony and the Zappos culture are. Check out the preview at http://www.deliveringhappinessbook.com/ and pre-order your book immediately.

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Comments»

1. beardrs - May 28, 2010

Hi Ute–Interesting post. Tony is a big believer in “customer service as marketing.” I talked with him at an M50 CMO summit and told him my less than positive personal experience with Zappos and he seemed mortified. But, they took care of me afterwards and recovered nicely. In his talk, one of the more interesting points he made was that “the phone is a great marketing tool.” He really believes that many of the low tech tools of the past are hugely underleveraged marketing assets. Here’s a post I wrote on it: http://randallbeard.wordpress.com/2009/11/09/zapped-zappos-tony-hsieh/ Randall

2. utehagen - May 28, 2010

Hi Randall, thanks for coming here to comment and pointing out your post, I couldn’t agree more with the two lessons you draw out: 1) the CEO and CMO need to really work together to create a truly customer-centric and marketing driven organization. I have certainly observed the difference in my 20 years at a premier FCMG company. And 2) is even more important: that every employee must have a positive customer service mind-set and act accordingly. I think this is forgotten all too often: it all comes down to human inter-action. The best type of marketing is “human marketing” also known as word-of-mouth. Ute

beardrs - May 28, 2010

Ute — Yes, I agree completely. As I say: “the best CMO is a CEO who believes in Marketing.” Nice work on the blog ! Randall

3. utehagen - May 28, 2010

Just found this great video interview with Tony on the Delivering Happiness website. It is definitely worth watching. http://tiny.cc/4odwe Ute


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