Zappos CEO Talks Culture Fit and the Importance of Creating a 'Wow' Experience
Last week at the TED conference, Seesmic founder Loic Le Meur held an informal interview with Zappos CEO Tony Hseih (pronounced Shay), whisking him away to a bathroom to learn more about this forward thinking company and the man social media experts are calling the master of customer experience.
We've embedded the video at the end of this post, but these are a few of the highlights.
According to Hseih, the ultimate aim of the Zappos brand is to be the very best when it comes to customer service and consumer experience. "Our hope is in 10 years people won't even realize we started out selling shoes online," he explains, "we sell clothing and handbags, accessories - even electronics and house wares." He also points out that it doesn't necessarily need to be online. "20 - 30 years from now, I wouldn't rule out Zappos Airlines," he said.
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