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How Tony Hsieh Built Zappos on Customer Service and Culture
In this episode of The CEO Diary, Lucas and Luna explore how Tony Hsieh turned Zappos from a struggling startup into a billion-dollar company by betting everything on customer service and company culture. They dive into the specific decisions Hsieh made, including the ten core values that drove hiring and firing, the famous offer to pay new employees to quit, and how he measured success not by sales but by customer loyalty. The hosts discuss the trade-offs of this approach, why it worked in e-commerce, and whether it could scale beyond Zappos. They also tie the episode back to the importance…
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