Tony Hsieh (”shay”) has good reason to be smiling lately. He’s the face behind a billion-dollar business. His company has gone through the roof in the decade since it started with his mission to be the leader in customer service and also to sell shoes — lots of shoes. On July 22 of this year, he wrote the employees of Zappos to say, “This is a big day…” The open letter announced that the company was being acquired for $887.9 million by Jeff Bezos’ online giant, Amazon. By Hsieh’s description, acquisition “doesn’t really convey the spirit of the transaction.” It’s more like “Zappos and Amazon sitting in a tree…”
Source: http://bx.businessweek.com/customer-service/10-questions-on-customer-service-and-delivering-happiness/17628254493259717018-3c3d403ed26c67b411a128049397054c/
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