8:15 a.m. - 9:30 a.m.
Keynote Stage: Trade Show Floor, Booth 492
In 1996, at the age of 21, Tony Hsieh (pronounced Shay) started developing the idea for an advertising network called LinkExchange, which allowed members to advertise their sites via its network. LinkExchange would grow to more than 400,000 members with 5 million ads rotating daily, and just three years later, Hsieh sold the company to Microsoft for US$265 million.
He then joined Zappos, an online shoe and apparel shop, as an adviser and investor. He eventually became CEO, where he helped Zappos grow from almost no sales to more than $1 billion in gross merchandise sales annually, while simultaneously making Fortune magazine’s annual “Best Companies to Work For” list. Zappos was acquired by Amazon in November 2009 in a deal valued at $1.2 billion on the day of closing.
Hsieh will share with ISSA/INTERCLEAN attendees the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture. He also will talk about how focusing on delivering happiness to customers and employees has enabled the company to expand beyond selling shoes to clothing, bags, and other product categories.
Zappos places great emphasis on company culture and core values. Hsieh's belief is that "If we get the culture right, then everything else, including the customer service, will fall into place.” This philosophy is the focus of his No. 1 New York Times Bestselling book Delivering Happiness. More information on Delivering Happiness can be found at www.deliveringhappiness.com.
Hsieh shows how a very different kind of corporate culture is a powerful model for achieving success—and how by concentrating on the of those around you, you can dramatically increase your own.