We're not competitor obsessed, we're customer obsessed. We start with the customer and we work backwards.
Hopefully 10 years from now people won't even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.
Companies don't give job security. Only satisfied customers do.
Customer service is not a department, it's everyone's job.
Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a great long-term brand or empowering passionate employees and customers, will happen on its own.
If you stay very focused on customers and customer success, people pay attention to that - and in turn, they also want that same type of success.
I think of a traditional CEO as being divorced from customers. A lot of consumer company CEOs - they're not really interacting with consumers.
My aspiration is that M&M become one of the most customer-centric organizations in the world. If we focus on understanding our customers, we will be able to develop customer-centric innovations.
The most customer-centric organizations can answer any question by deciding what's best for the customer, without ever having to ask.
