AUSTIN, TX - For two years, I have been hearing about what a genius Tony Hsieh is. Like, non stop. And that's really saying something, because I spend 20-30 hours per week on the phone with America's most powerful ecommerce executives. My clients and candidates are Mr. Hsieh's peers: VP's of ecommerce for America's best loved retail brands. And without exception, they all look up to him.
Now I understand why. At Zappos.com, Tony Hsieh has fostered a culture where extraordinary customer service is the norm. I realize that sounds cliche. But last week, Mr. Hsieh provided the opening remarks at SXSW, the famous interactive, film, and music conference that takes place every spring in Austin, Texas.
Watch this short video. Honestly, when it comes to leadership and the development of corporate culture, I thought I had seen (or read) pretty much everything. I was dreadfully wrong. Every word of this video is a golden nugget. See if you don't agree.
