Discussion on:

10 questions on customer service and 'delivering happiness': An interview with Zappos CEO Tony Hsieh

I really enjoyed hearing the question and answer on #2. Who cares what your competitor thinks of you.....you need to value the impression you leave on your customer.

Let the competitor react to you....place your focus on your customer. That is a very simple WOW statement.

Great interview!!!

Service - yes, happiness - yes, HIGHEST PRICES on the web!!

It's great to read of a successful company that focuses on service and customer experience instead of simply price. It might give courage to companies to examine how they can make customers want to do business with their company, vs. settling because their price is less.

Gary

It's surprising to hear the owner of such an enormous venture talk about relatively simple things, like listening to the customer; starting with culture, not marketing; and that what you do after the sale is more important than before the sale. It's quite refreshing and surprisingly consistent - it's obvious that this guy walks what he talks to a large degree.

I've shopped with Zappo's and never had a problem requiring customer service, although I did get a surprise upgrade once, which was fantastic. I was worried that the buyout from Amazon would change what they do, but it doesn't look like it!

I'm glad to hear creating an organization based on core values translates to profits. Selling happiness makes sense (who doesn't want that?), but I suppose that isn't as simple as it sounds. Very interesting interview.