Zappos is a customer service company that just happens to sell shoes.
Customer service should not be a department, customer service is everyone's job.
We built this company from the customer back, not from the company out.
Hierarchy is an organization with its face toward the CEO and its ass toward the customer.
We are going to position ourselves as a world-class financial institution. We want to do things that are comparable to the best in the world. At the same time, we want to have very strong human qualities.
For what we want to accomplish in the future, we have to be able to view everything from the eyes of the customer.
Many people think we are a technology company, but we are totally customer-led.
We recognized that for our future, and for the way the customer was now shopping, we had to have one point of view. All roads lead back to the customer.
The most customer-centric organizations can answer any question by deciding what's best for the customer, without ever having to ask.
I came from a very corporate environment, but my own style is quite approachable, warm, and very detail oriented.
