How I Did It: Zappos’s CEO on Going to Extremes for Customers cover image
Service Design

How I Did It: Zappos’s CEO on Going to Extremes for Customers

How and why Zappos shaped itself around a core competency.

Profile image of Tony Hsieh
Tony Hsieh
Jul 20, 2021 • 14 min read
4.67 (15)
Customer Satisfaction
Customer Experience
Organizational Culture
Service Design
Organizational Learning
Show more

Summary

A company's core competency is its competitive advantage, and understanding its nature is key to fully leveraging its opportunity. In this article Tony Hsieh, the past CEO of Zappos, shares the company's difficulties in staffing its call center. Having decided customer service was their differentiating factor, a life-changing choice was made - one that defined Zappos and teaches us a lesson about organizational focus.

Takeaways

  • A company can achieve success in different ways. There are many factors to be considered and weighed when deciding how a company will be successful. The company should hire individuals that share the core values of the company and take pride in what they do. The company should promote an environment that an employee feels they are part of the team and has the resources to succeed. The company should make changes when necessary to ensure the customer has the best experience when interacting with the company. The company shouldn’t always look at the cost of doing business, but what is best for all that are involved in the process.

Suggested Resources