How to build a billion-dollar company culture

Zappos CEO Tony Hsieh's standing-ovation presentation at Vator Splash, Part II

Lessons learned from entrepreneur by Bambi Francisco Roizen
May 18, 2010 | Comments (9)
Short URL: http://vator.tv/n/fa9

This is the second part of Zappos CEO Tony Hsieh's hour-long presentation at the Vator Splash conference in San Francisco last week. After the presentation, the response was no less than a standing ovation. While that may sound very atypical for a technology/entrepreneur conference, it's not surprising given that the presentation was about how to be a better entrepreneur and, essentially - how to deliver happiness to your customer and ultimately yourself and your team.

Here's the first part of Tony's speech: Tony Hsieh's standing-ovation speech

You should watch this second half, but here are some quick takeaways:

1) Commit to transparency. The benefits far outweigh the risks

2) It doesn't matter what your core values are. What matters is that you have them and that you commit to them. And, hire and fire based on those core values

3) If Tony would do anything differently over the last 11 years, he'd role out the company's core values on day one

4) Having an integrated set of core values beyond a plaque on the wall eventually becomes a default way of thinking for the whole company

5) The core values is the most powerful asset at the company

6) There are two elements present in great companies. One is that great companies have a great culture. Second is that great companies follow the vision over the money

7)  Chase the vision, not the money and the money will follow

8) Zappos has had an evolving vision since 1999.

1999 – Selection

2003 - Customer Service

2005 - Culture and core values as our platform

2007 – Personal Emotional Connection

2009- Delivering Happiness

 (Don't forget: If you want a copy of Tony's company culture book, just let us know in the comment section, and we'll get you one)

Related companies, investors and entrepreneurs

Description: Our goal is to position Zappos as the online service leader. If we can get customers to associate the Zappos.com brand with the absolute...
Tony Hsieh
Zappos.com, Inc.

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Lucas Dikkers
Lucas Dikkers, on May 26, 2010

Can I get a copy of the book? Many thanks, Lucas Dikkers lucas.dikkers@yahoo.com

Jim Roberts, on May 26, 2010

I always had a strong committment to customer service and because of studying Zappos, I now realize the culture of the company causes employees to give excellent customer service. Thanks!!!
I look forward to reading Delivering Happiness.

Bambi Francisco Roizen, on May 26, 2010

Hi, Lucas: Message me on Vator with your address. And, I'll get you a copy.

JWS List, on May 26, 2010

I'd love a copy of the book. Thanks! jws.list@gmail.com

Bambi Francisco Roizen, on June 3, 2010

Hi, Lucas:
Please fill this form out to get a copy of Tony's book.

Bambi Francisco Roizen, on June 3, 2010

Hey, Jonathan: Please fill out this form to get a copy of Tony's book


stephane dana, on June 3, 2010


I would greatly appreciate receivingt a copy of Tony's company culture book

Kind regards

chris traylor, on August 21, 2010

would appreciate receiving a copy of the Zappos' company culture book. If this video is any indication, it will be an insightful read.....thanks.

Eliza Winters, on September 29, 2011

Thanks for the great information. That would be a great read. I think I would add that to build a company, particularly now, companies must utilize the latest technology. My company just started using a remote deposit capture so we do not have to waste time going to the bank or calling. Thanks for the great suggestions!


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