The fast-growing online shoe and apparel retailer Zappos.com is an exemplar of corporate citizenship among one’s own customers. In this university podcast, CEO Tony Hsieh discusses his unorthodox approach to building Zappos, widely praised in corporate circles as a playful, innovative company with a fiercely loyal customer base. He shares how the company hires and manages employees who are dedicated to maximizing the customer experience, and how it is teaching other businesses to do the same. His talk was part of a Stanford business school MBA elective course, Designing Happiness, taught by Stanford marketing professor Jennifer Aaker.
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