Freakonomics radio’s latest show was very intriguing:
Tony Hsieh is the CEO of Zappos, the online shoe and clothing retailer, presiding over a corporate culture that most corporations wouldn’t recognize. Among Hsieh’s priorities at Zappos: having fun, empowering his call-center employees, and making customers happy at almost any cost. We’ve written about Hsieh and Zappos before – how, for instance, company meetings are sometimes held in a bar. And why customer reps are encouraged to talk to a customer for as long as they want, all without a script, how they authorized to settle problems without calling in a supervisor and can even “fire” a customer who makes trouble for them. And how Zappos gives new employees a chance to quit their brand-new job and get a quitting “bonus” because Hsieh figures he’d rather weed out anyone who doesn’t really, really want to work at Zappos.
Now Hsieh (pronounced shay) has basically bought part of downtown Vegas for $350 million. “The Downtown Project,” as it’s called, is merely interesting per se, but anything this guy does, I want to know more about.Share: